Inbound Action is sometimes executed when replying to the original mail that created an incident or recordIssue This behaviour consists of an inbound action which is sometimes ignored during the email inbound action processing Email does not have watermark but it is a reply from an original email sent to the instance previously The issue happens when: - The reply to the original email was sent almost immediately after the original email or during a short time interval after it. - There are delays in the external Pop3/Imap Email server configured in the ServiceNow instance and both the original and reply email where processed in the instance almost simultaneously or even the original was processed later. - There are delays in the sender SMTP email server causing causing a similar behaviour as above ReleaseAllCauseThe emails are only classified as new when the replied message is not completely processed by the instance yet. Otherwise, the message will be classified as a receive_type=reply due to the In-Reply headers as documentation That is the reason why the inbound action is ignored because the receive time is not consistent due to the delay explained above when replying an original message and having similar results as below with two similar reply emails:ResolutionMake sure having two inbound actions, one type new and another type reply that will allow the both kind of emails to update or create cases according to the requirement. The inbound action scripts will contains the methods current.initialize()/current.insert() or current.update depending on the requirement that will allow case creation or update.One of your concerns that could arise is that your new inbound action could not process watermarked messages as expected. For that scenario, the next community article suggests how to find if the current sys_email record has a valid watermark or not. The suggestion is to add logic in the inbound action code and execute current.insert/update depending on the watermark. Next link just suggests how to validate if there is a watermark or not in the email https://www.servicenow.com/community/now-platform-forum/inbound-action-getting-the-watermark/m-p/1056413Related LinksFor more information about email processing, please refer to our documentation page Create an inbound action