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

[AnubhavRitolia]

Hi @Esther_Jones 

You can achieve this using 'Inbound Email Action' feature of ServiceNow.

Please refer to few of below links:

https://www.servicenow.com/community/developer-forum/inbound-action-updating-incident/m-p/1965886

https://docs.servicenow.com/en-US/bundle/utah-service-management-for-the-enterprise/page/product/pla...

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

https://developer.servicenow.com/dev.do#!/learn/courses/rome/app_store_learnv2_automatingapps_rome_a...

[Sumanth16]

Hi,

You can use Inbound Email Actions to update the incidents from Email. Please refer to the below thread for a details explanation of Inbound Email Action.

https://www.servicenow.com/community/itsm-forum/incident-creation-via-any-incoming-email/td-p/464483

If an external user who is not part of your company responding to incidents through emails, you can create a Guest account to update the incident.

Please mark it as helpful (or) correct if it helps.

Thanks & Regards,

Sumanth Meda.

[Steven Parker]

Does the user receive an email from ServiceNow about the Incident?  If so, users can reply to the email from ServiceNow and it will automatically write the email response in the Additional Comments of the Incident.  As long as they just click Reply, type their message, and send the email it will write their response to the comments.  

ServiceNow is just looking for the reference record somewhere in the email body to know which ticket in the system to write back to.  As long as that value is present, it knows which ticket the response email should go to.

[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.