How to setup auto replies for incoming emails to servicewnow???

naveenmyana · ‎09-19-2017

Hi All,

I need to setup an auto replies for incoming emails to service-now, when they fail to create a ticket or record in servicenow. Please tell me where i can do this one....

I need to add the below message in auto reply...

Dear Sender,

Thank you for contacting the One IT Service Desk.

We received your email however, a ticket has not been created.

If you wish to have a ticket created, please can you do the following:

Make sure the Service Desk email address is in the "To:" field of the message
If the email subject starts from "Re:", "Accepted:", "Tentative:" or "Declined:", can you please remove it

souren0071 · ‎09-20-2017

Hi Naveen,

I believe the event will be triggered only if the script in the inbound action gets executed. If it fails in the condition filter of the inbound action, the script will not be executed at all.

You can create a notification on sys_email table. It will be triggered when it is updated or inserted. Give filter conditions like:

You can add some other conditions also based on your requirement. Like Recipient contains <your instance email id>.

The mail will send to the user Id, if it's existing user of the system.

Type the subject and body of the email in what it will contain.

Regards,

Souren

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vaishali mahale · ‎05-31-2019

hello souren ,

i follow the steps whatever you had mention for auto-reply to incoming email. but it is not working.

Souren007 · ‎05-31-2019

Hi Vaishali,

It was tried and tested in developer instance. It should work, anyway you can give me screenshots of your configurations.

Regards,

Souren

vaishali mahale · ‎06-02-2019

hello souren,

Actually event is created but but i want send the reply to the user who are not registered users.when the event is create ,send the email to them.

Souren007 · ‎06-02-2019

Vaishali,

If any unregiestered user sends an email to servicenow instance. it get's stored in "user" field of "sys_email" table. As for registered users it's stored in "User ID" field. Try once by adding user field in users/group in field of notification you created.

If it doesn't work, create an event from event registry and trigger the event from a business rule on sys_email table where you can pass the user or user id field values as parameter and trigger the notification using that event.

Regards,

Souren

vaishali mahale · ‎06-02-2019

hello,

how to send an email to unregistrered user.