Duplicate SRs Created Via Email Channel

We are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if one of those recipients replies all to the email before the help desk system has a chance to process the original email request. In this case, the system may treat the reply as a new, separate request, resulting in the creation of a duplicate record.

Employees might want to include their manager or other known HR representatives in the email chain. For example, an hourly employee sees an issue with their timecard after it has been submitted, but now cannot edit the timecard. The employee will then send an email to the help desk system, but also includes their manager as a recipient of the email. Currently, our system runs the 'Retrieve Inbound E-mail Messages' process every 5 minutes. However, the manager might see the email immediately, reopen the timecard, and reply all to the first email sent by the employee. In this scenario, because