Catalog Item to Remain Open Until an Email Reply

[Eitan_B]

I am working on creating a flow in ServiceNow for a catalog item request and need some guidance on handling email replies from an external reseller. Here’s the scenario:

1. A catalog item request is created, and I need to capture the catalog variables. (This step is already taken care of.)
2. An email notification (in the flow) is sent to a reseller, who is an external email address, CCing the requestor (internal email address).
3. The catalog item request should remain open until the reseller replies to the requestor.
4. Once the reseller replies, the catalog item request needs to be closed as complete.

I am using a "for each item in..." logic and need to ensure that each reseller's reply is uniquely captured and associated with the correct catalog item request. I am looking for advice on the best approach to achieve steps 2-4, specifically focusing on:

• Ensuring the uniqueness of the reseller's reply specific to each request.
• Any configurations, actions, or conditions that should be considered to capture and process the unique identifier upon the reseller's reply.

Any detailed steps or examples would be greatly appreciated.

[bammar]

If the reseller replys to the email generated then that should update the record automatically. Practically speaking you may want to reconsider automating this as the reply could be the reseller asking for a clarification or an out of office autoreply. For reasons like this, it may be something that you can leave to a staff member to close? In any case there is metadata within an email generated from ServiceNow so that responses can update the record if you so please , like in incident,.