Responding to Incidents from email

[Esther_Jones]

Good Morning/Afternoon

I am looking to find out if it were possible to allow a user to incident from an email without having to login to the instance to update the incident

The goal is to allow the user to update the incident ticket from the email directly 

Thank you 

[Linda5 · Accepted solution]

Hi @Esther_Jones ,

you will need to add the RE: in the subject line so that ServiceNow know that you want to update that specific ticket number.Exemple:"RE:INC00001"

Please make sure that the user that sent the email have access to the record with that specific ticket number and if multiple users have the same email address, the instance first searches for an active user with the same email address.

Please refer to the below thread for more details:

https://www.servicenow.com/community/developer-blog/reply-emails-with-re-prefix-and-lt-number-gt-val...

Please mark this response as correct and/or helpful if it assisted you with your question.

[Esther_Jones · Accepted solution]

@Linda5 @Steven Parker @Sumanth16 @AnubhavRitolia 

Thank you all for the response, this helps alot, I do have an OOTB Inbound email action, I guess I am a bit confused on how it works. Do I need to respond to the incident email with subject Re:INCxxxxxx in other for it to update worknotes with my respons. Please see OOTB code

[Esther_Jones · Accepted solution]

@Linda5 @Steven Parker @Sumanth16 @AnubhavRitolia 

Thank you all for the response, this helps alot, I do have an OOTB Inbound email action, I guess I am a bit confused on how it works. Do I need to respond to the incident email with subject Re:INCxxxxxx in other for it to update worknotes with my respons. Please see OOTB code

[Steven Parker]

If you click Reply on the Incident email that was sent to you, typically it creates a subject like this:

RE: INC0089684...other text

and within the body of the email, you would have the REF code at the bottom that tells the instance where the comment goes.  In our case, our REF code, which is unique for every ticket/task/etc, looks like this:   Ref:FCU2218898

That script you posted on the "When to Run" tab, you'll notice that it's looking for Reply emails so keep that in mind.

[Esther_Jones]

Got it, thank you sir

lastly do I uncheck the box that says "stop processing"

[Steven Parker · Accepted solution]

All Inbound actions process according to the order value defined. When "Stop Processing" is checked, you will prevent the system from running additional inbound email actions after this action runs.

Typically, I don't use this.

Here are some more details around emails, subjects and watermarks to...just for more context around how the system handles replies and received emails:

https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/notification/referen...