How to change the Incident state from onHold to InProgress, when user send reply mail to ServiceNow?

[prasannakumard]

Hi Team,

If incident state is in Onhold state and waiting for Caller information and mail send to caller. If user reply to that mail, how to change the Incident state from OnHold to InProgress? What are the fields information, we need to update using Inbound action? Can you please provide the best Inbound action script for this scenario. OR is there any new feature in our latest versions. 

Note: We need to use Inbound actions only.

Thanks & Regards,

Prasanna Kumar

[Bert_c1 · Accepted solution]

Have you reviewed OOB examples in your instance?

https://[instance_name].service-now.com/sysevent_in_email_action_list.do?sysparm_query=table%3Dincident&sysparm_view= 

[Dr Atul G- LNG]

Hi @prasannakumard 

@Bert_c1  mentioned correctly , did you check the OOTB Inbound action? Update incident is available OOTB.