Incoming email looks new but is actually a reply - how to add to existing case?

[mjl]

Hi

Forgive my lack of technical skills here - I normally do low-level SysAdmin activities, but have no-one to escalate this to.

My scenario is this:

• we deal with a third party service centre that has a similar system to ServiceNow
• we email requests to a common address - payrolladmin@c***.co.uk
• the outgoing email subject line says something like "HRC0012345 - Joe Soap - Reference Request"
• A standard reply comes back from them, appending their case number to the above string
• BUT the subject line as configured by our 3rd Party is not prefixed with "RE: "
  - it comes back as something like "HRC0012345 - Joe Soap - Reference Request 10011-54654333"

This means that ServiceNow thinks it is a new email and ignores the HR Case ref no. in the subject line, this creating a new case.

I've seen this behaviour detailed in the Wiki - http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions#Matching_Incoming_Email_to_an_Inbou...   (section 3.4.1)

Basically, I'm not sure exactly what to do next.

I suspect I need a copy of the existing "Update HR Case" inbound action, but filtered to one specific sender AND I need something that will still get the HR Case number from the subject line in order to post an update. But I know nothing about JavaScript and I've spent hours fruitlessly Googling for someone with a similar issue.

Can someone help me out? Any assistance gratefully received.

[mjl]

Sam

As mentioned in my support case, it's not practical to ask other parties to change their systems (especially as we can't actively capture all possible parties in the future).

I therefore need an Inbound Action that will look for the HR Case number in a subject line and updates a matching case should it find a match (if no match is found, then an existing Inbound Action can create a new case). Without needing an RE or FWD type prefix.

Hopefully there is a wider audience that may know of a way of extracting a case number from a subject line and using that value to be the connecting data.

[samkikalis]

Hi Martin,

I appreciate that it's not always feasible to ask senders to prepend a "Re:" to the email, but this can be a viable solution in the situation where you have a specific system sending regular emails to ServiceNow, so it's worth a mention.

Since this is not viable for you in this case, I hope that my alternative suggestion above would work:

If the 3rd party is not able to modify their email, you can alternatively create a new Inbound Action that is applied to "New" emails   sent from the 3rd party email address. Using the From field requires that the 3rd party be configured as a user. The below wiki entry has good information around these fields.

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions#gsc.tab=0

Cheers

Sam

[Yamsanibhavani]

Someone could you please tell the exact process what we can do to proceed further as I'm facing the same issue.