Read the 'reply' email from user and update the servicenow table

[rahul gupta6]

Hi,

We have a requirement to send an outbound email from servicenow whenever an entry is made in abc table in servicenow.

The user is supposed to reply to that email with some values in body and based on that reply, we need to update that newly created record with values provided in body.

How can we achieve this.

Thanks,

Rahul Gupta

[Dr Atul G- LNG]

Hi @rahul gupta6 

Please check these OOTB Inbound action.

[rahul gupta6]

Hi @Dr Atul G- LNG ,

Thanks for your reply.

How can servicenow recognize the record in table based on the inbound email received (as per above configuration).

I mean,  first the email will have to be sent to the user (may be from notifications/outbound action/flow designer) when record updates and then user will reply and when that reply comes as inbound email in servicenow, how will it distinguish/recognize that this email is for this particular record.

Thanks,

Rahul Gupta

[Dr Atul G- LNG · Accepted solution]

Hi @rahul gupta6 

Inbound email actions are similar to business rules: both use conditions and scripts that take action on a target table. An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If the conditions are met, the system takes the inbound email action that you configure. The system can take two types of actions:

• Record action: setting a value for a field in the target table.
• Email reply: sending an email back to the source that triggered the action.

By default, if an email has no identifiable watermark, an inbound email action attempts to create an incident from the message. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/concept/c_...