Email response to update a record

[JU]

Hello everyone,

I need some quick insight, i want to update a true/false field after the response of a particular email is "yes". Would a business rule or inbound action be the best approach?

[Aman Kumar S · Accepted solution]

Go with inbound action, that is only way to handle, through BR you can't do changes based on email response

[Shane41]

Hi JU,

I would recommend using an inbound action for this requirement

If the body contains a name:value pair for the yes response you can easily extract it in the inbound action script for example

Email Body

Satisfied:Yes

Inbound action script (update the comments of the associated ticket)

if(email.body.satisified == 'Yes'){

current.comments = 'Fantastic'

current.update();

}

For more information on the email object for inbound actions please refer to the documentation below:

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/notification/r...

Hope this helps,

Shane