Out of office Reply

[anas_m]

Hi Team,

I'm trying to get the "out of office" reply  and update and existing incident with it as comment. I found that it should be done with Inbound Actions, but I don't know how to proceed, could you please help ?

Best regards

[Raphael D_]

Hi @anas_m 
I had the same required some years ago and I created an Inbound Action with typ = "Reply" (when to run tab).
Question is how can identify if it's an automatic reply. You can find in the mail header the parameter "X-Auto-Response-Suppress". here is a snippet of code for the script in the tab action:

 // check if it's an auto reply				
        var x = email.headers;
        if (x.indexOf("X-Auto-Response-Suppress") > -1) {
            current.comments = "Auto-Response" + "\n\n" + "reply from: " + email.origemail + "\n\n" + email.body_text;
        }
        else {
			current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
			
		}

hope this helps.

BR,
Raphael

[anas_m]

Hello @Raphael D_ 

Thanks a lot for your answer, I was able to receive out of office email in ServiceNow, however it generates a new incident instead of adding it as"additional comment" to the current incident. Could you please help ?

Thanks a lot

[Raphael D_ · Accepted solution]

Hi @anas_m 
Do you use an OOTB Inbound Action or a new one? In the script (Action Tab) work with "

current.update();". (not current.insert) Set typ "Reply" in the "when to run" tab:

Hope this helps.

BR,
Raphael

[Manasa_116]

Hi @Raphael D_ ,

I found your inputs really helpful. I was trying to implement the same OOO autoreplies functionality in my instance. The OOO Automatic Replies has to be copied to work notes. The inbound emails are working fine, but I am not able to receive OOO Auto replies.

Can you please help with this ?

Thanks

Manasa