How to close incident through E-mail ?

[geet]

I Want that when my team gets an incident of Reset password in their queue, after they reset the password they should open a new mail in outlook and there should be specific keywords in that mail from which we can resolve the incident.

Kindly help me out what needs to be done in this case .

[Uncle Rob]

I guess I'm trying to understand why step "3".   If your team is using ServiceNow to manage work anyway, why not close it there rather than window-switch to outlook and type a bunch of stuff out manually?

Using email as a substitute for the ServiceNow interface tends to drive adoption lower and invalidate the cost & advantages of the app in the first place.

[geet]

even i explained it to customer.. but what can we do, infront of customer. we have to say YES.

Kindly help me out if u can..

[Travers M]

So step 3 could be left as a worknote and the technician could resolve the ticket instead of clouding this up with an extra step.   My first thought was trying to get around using fulfiller licenses...   is that the case?

[coryseering]

Hi Shika,

Drew is pointing you to the resource you need to achieve your goal: Inbound Actions. While I agree with the other commentors that this is better done wholly within ServiceNow (#killEmail!), if you have requirements you can't talk the customer out of, you gotta do what you gotta do.

Here is some information on Inbound Actions:

Inbound Email Actions - ServiceNow Wiki

Examples of Inbound Email Actions - ServiceNow Wiki

You will need to have your users follow some kind of standard format for their e-mails- something that you can parse in your inbound action to identify *which* incident is being closed, what comments to add to the record, etc. You can see, at those links, several examples of inbound scripts updating existing records. You want to do the same thing- update an existing record. You just want to set some additional field values, the same way that the other values are being set.

If you can't talk your clients into staying within ServiceNow for the entire procedure (#killEmail!), then Inbound Actions are the tool you need.

[bernyalvarado]

Hi Shikha,

Well, first, I have to say I agree 100% with rfedoruk. It doesn't make sense why would you close the ticket through an email if your team is actually using ServiceNow to get the work done. It sounds like your customer basis requires some process orientation. Our team has a group in India that should be able to help you out. Feel free to send me a private message if you need any support on that.

As for your specific requirement, do the following:

a) change your Incident Reply Inbound action to include a line like the following:

current.incident_state = email.body.incident_state;

b) You will then just need to reply to the email generated by ServiceNow with a line that looks exactly on the following way:

incident_state: 7

Assuming your Closed incident state value is still the OOB one which is 7

Thanks,

Berny