Inbound Email when customers reply back should update the customer project record[customer_project]

[lavanya parisa]

Hello Team,

I would like to request suggestions on a requirement- Customers will not have access to the system, but when they send the inbound email to the instance it should update the customer project record; certain fields needs to be updated over an email without license. Would like to check if is it feasible to update the customer project record without the user possessing the corresponding license and based on the customers response over in an email.

Of course we were sending the outbound email by configuring them as contacts in the system.

Can anyone please help me on this issue?

Thanks in advance

[Sohail Khilji]

@lavanya parisa , 

Yes this is feasible, you need to use the inbound email action with record an action option to update any records in servicenow, To do so you need to configure the inbound email actions with all conditions to update the record. You would need to use scripting to parse the email content and map to to the corresponding fields. 

An example would be like : 
Update record with inbound email 

[Sai Kumar B]

@lavanya parisa 

Yes it is possible, The user must have a user account created with a unique email address in ServiceNow so that the instance can reliably match the email to the correct user to update table records via Inbound action.

You can refer to the OOB inbound action for implementation reference- Update Request Item