CIS-ITSM Incident Management Practice Question
A user's incident was closed, but they respond via email. The system creates a new incident instead of reopening the old one. What setting should be checked?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Inbound Email Action.
Inbound Email Actions determine if a reply should update an existing record (based on the watermark) or create a new one.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The 'Closed' incident policy.
Why it's wrong here
There is no such policy.
- ✓
Inbound Email Action.
Why this is correct
The Inbound Email Action logic determines how to handle replies based on the watermark.
- ✗
Incident State transition rules.
Why it's wrong here
State transitions don't control email routing.
- ✗
User profile settings.
Why it's wrong here
User settings do not affect email parsing.
About these practice questions
Courseiva writes every CIS-ITSM question from scratch — 500 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-ITSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-ITSM exam.