Inbound Email Actions without a watermark update an incident.

[JimCheffer]

Hello All,

We are working with another company to monitor our servers and share incident information via email. They have their own issue tracking system. I have an inbound script that will create an incident by parsing the subject line and email body to populate incident fields from a specific user. This script is working. When the incident is created in ServiceNow a notification is sent back with the incident number and the watermark to support company. At this point any further emails from them regarding this incident are treated as new incidents or disregarded because no watermark is returned. Basicly all emails from them will be new emails (not replies) and they can not save the watermark. I have tried many different inbound scripts but can not override the ServiceNow inbound logic to create a new incident. We have setup outbound notifications with the necessary information to create an issue in their system. The process to setup an issue on their side is working. So to conclude, how can I update incidents without a watermark.  

thanks Jim        

[JimCheffer · Accepted solution]

This was resolved (thanks to ServiceNow support) by setting up property glide.email.reply_subject_prefix. I then added specific prefixes that we agreed upon using. Process is working very well. Make sure the prefix is entered in all lower case characters.

[kevinclark-7EL]

I've implemented something similar for emails without a watermark, but with my ticket number occasionally in the subject line, but I'm uncomfortable with the fact that we need to trick ServiceNow to treat these emails like Replies.

I would prefer to have a New-type Inbound Action, where I can force a watermark/relationship through a script that reads Subject and/or Body - I know the field-value pair in the body of the email that will give me my internal incident number, and I'd prefer to be able to say "When an email comes from this email address, and it has this string, use this gliderecord result to set the target record to this object".   This way I can survive any potential variations in the subject line format that might "break" the inbound action's ability to see the email as a Reply.  

I don't suppose anyone's got any other advice?   (I recognise this is an ancient thread, but it's hard to find this in many places).

[Nitin_NOW]

Hello Jim 

I'm running into the same area where our SNOW instance should accept emails from a third party vendor's Remedy ticket system and then update the concerned ticket at our end. I wanted to follow your method and implement this. Do you mind to elaborate more on this? Like what prefix you have used and put in the value field of the property?

If possible could you please put the screenshot of the property?

Thanks in Advance.