Inbound email actions though subject of email

[maneesh3]

Team,

I have requirement to create Case record through email inbound actions. It should be with Subject line and from a particular email. 

First it should create a case and update the existing case if it comes with same subject.

Scenario: Subject like: JIRA CSV 001 - it should create case in SNOW and if again email comes with same subject it should update existing case.

I have created like below but no luck:

Please help with creation.

Thanks,

[Shamma Negi]

This is New so it will work for new email for creation of new case. Please make sure Active is true for this.

Also, for update please create a same inbound action however the type should be reply so if anyone replies to the email with new comments then it will update the comments.

It is by default behaviour pf ServiceNow that if subject matches update the record else create a new record if subject doesnt match and comes with a new watermark..

hope this helps.

Regards,

Shamma

[maneesh3]

Hi Shamma,

Thanks for reply. New case record scenario is working, but problem is customer sending comments email as another email from JIRA not attaching to original initial email and updating exiting case is trouble. Is there any way.

Thanks,

[Shamma Negi · Accepted solution]

Hi Maneesh,

OOB, ServiceNow matches the subject and watermark. Ask them to reply from ServiceNow or outook then only it will work as expected.

Regards,

Shamma

[maneesh3]

Hi Shamma,

I have tested with OOB incident inbound actions , creates new tickets with same subject line as well: