Do we have a functionality to move ticket to inprogress state when user out of office mail received

[Community Alums]

Hello Experts,

We have a ask, when user is out of office the on-hold ticket should be moved to inprogress state after email is received in servicenow. Because we have a onhold pending user confirmation and pending user information state when user doesn't respond the ticket will be auto resolved / cancelled after 6 working days. Every 2 days reminder emails goes to user and if they dont respond ticket will be auto cancelled /fulfilled based on the onhold reason the ticket is kept.

Do we have integration between Microsoft Outlook and ServiceNow for the above scenerio? When out of office email is received, ticket moves to inprogress state and Assignee can check and keep other onhold reason as user is ooo.

Kindly let us know if the above is feasible or we have any other solution for above ask?

Thanks in advance for your replies.

[Mark Manders]

OOB the out of office emails are ignored, but you could easily change that to update the ticket, if needed. 

You can also integrate with Outlook to check the out of office (check this link).

I do think you need to get back to the drawing board, because normally 'in progress' also means that the SLA is running and 'on hold' means it is paused. Just moving it to 'in progress' because the other party isn't replying sounds like a lot of SLAs will breach. And it is more a 'their' problem than a 'you' problem. They ask you to do something for them and are then Out of Office. 

But you could add an 'out of office' state to the ticket and set it to that when on out of office email comes in. On the second day when the notification is triggered, move it to on hold again and if another out of office comes in, set it back to that. If no email comes back, it means they are back and can respond. If they don't it gets closed.

[Community Alums]

@Community Alums 

Yes, you can set up ServiceNow to move a ticket to "In Progress" when an out-of-office email is received. 

1. Integrate with Outlook: Make sure ServiceNow can receive emails from Outlook.

2. Create an Email Inbound Action:

   • Go to System Policy > Email > Inbound Actions.
   • Create a new action for out-of-office emails.
   • Set conditions to identify these emails (e.g., subject/body contains "out of office").

3. Script to Update Ticket:

   • Add this script to the inbound action:

   (function runAction(email, email_action, event) {
       var ticketNumber = email.subject.match(/INC\d+/); // Adjust as needed
       if (ticketNumber) {
           var gr = new GlideRecord('incident'); // Use your table name
           gr.get('number', ticketNumber[0]);
           if (gr.isValidRecord()) {
               gr.state = 2; // Set to "In Progress"
               gr.update();
           }
       }
   })(email, email_action, event);
   

4. Automate State Transitions: Set up rules to handle state changes, like moving back to "On Hold" if no more out-of-office emails come in.

That should do it! Let me know if you need more help.

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