Open a related incident or request item from a closed incident or request itemIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This KB describes the solution for automatically creating a new related incident when a user replies to a closed incident via email. The system will create only ONE new incident and adds it as a child incident to current incident to avoid any duplicate creation of incidents when multiple replies received for closed incident. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When a user replies to a CLOSED incident, an inbound email action is triggeredOn the FIRST reply: A new related incident is created and auto-reply is sentThe new incident is linked as a child to the closed incident Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Any Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Implementation Steps Create Inbound Action: System Policy → Email → Inbound Actions → New Name: Reopen incident Target Table: Incident Action Type: Reply Active: Check the box (function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) { // Check if a new incident already exists for this closed incident var relatedInc = new GlideRecord('incident'); relatedInc.addQuery('parent_incident', current.sys_id); relatedInc.query(); var caller = new GlideRecord('sys_user'); caller.get(current.caller_id); var callerEmail = caller.email; if (relatedInc.next()) { // New incident already exists - just send auto-reply var newIncNumber = relatedInc.number; var emailBody = "Hello,\n\n"; emailBody += "This ticket (" + current.number + ") is closed.\n"; emailBody += "Please use the new ticket number: " + newIncNumber + "\n\n"; emailBody += "Thank you"; gs.sendEmail(callerEmail, 'Your ticket ' + current.number + ' is closed', emailBody); return; } // FIRST REPLY: Create new incident var newInc = new GlideRecord('incident'); newInc.initialize(); newInc.short_description = current.number + " - " + current.short_description; newInc.caller_id = current.caller_id; newInc.parent_incident = current.sys_id; // Link to old incident newInc.insert(); // Send auto-reply var emailBody = "Hello,\n\n"; emailBody += "This ticket (" + current.number + ") is closed.\n"; emailBody += "A new ticket created for you: " + newInc.number + "\n\n"; emailBody += "Please use the new ticket number for further updates.\n\n"; emailBody += "Thank you"; gs.sendEmail(callerEmail, 'Your ticket ' + current.number + ' is closed', emailBody); gs.log('New incident created: ' + newInc.number); })(current, event, email, logger, classifier); This is not OOB just a suggestion to create subsequent incident when an user responds to a closed incident. Please implement this as per your business requirements and verify in pre-prod before moving this to prod instance Please refer the below community articles for related details. https://www.servicenow.com/community/itsm-forum/email-inbound-action-incident-closed/m-p/784395https://www.servicenow.com/community/itsm-forum/create-new-incident-if-email-is-sent-to-closed-ticket/m-p/2769404