I'm hoping that someone might have come across a similar request to the one that I have gotten recently. The first request was to be able to stop working out of a shared email inbox in Outlook that is currently redirecting all mail to our SN instance to create records on a custom table. That is currently working well with inbound actions and scripts to update records when replies etc. come into the mailbox (using matching of other criteria like Short Description, since the mail won't have a watermark). While this is working well, they still do reply back to people from this shared mailbox with updates, questions, etc., and these replies are able to be captured by the inbound actions and update the records.
Next the team asked if there was a way to reply directly from an individual record back to the original caller/requester. I configured the custom table they use to be able to leverage the built in email client in our Dev instance and tested based off of this post:
https://community.servicenow.com/community?id=community_blog&sys_id=df609af8dbbbdb405ed4a851ca961928
All seems to work well, I'm able to send emails, configured some templates, and automatic signatures based on the logged in user. They've come back now and asked if there a way instead to integrate with Outlook, so that all of the same information for To, CC, Subject etc. would be moved over to a newly opened Outlook email once the UI button is clicked, but they would be sending as the mailbox, versus setting the From and Reply to fields. Along with this though, the email message would still need to be captured in the Additional Comments field (though I believe adding the mailbox to CC would update the record by emailing itself and redirecting to the instance like all other mail).
The other request that they had, though I don't believe it can be done, is if there is a way when sending an email from the client or Outlook, to actually respond to the mail thread itself (the original email) instead of creating new emails that are related, but wouldn't show up a the same conversation in the recipient's inbox.
Any help or direction that anyone can provide is much appreciated. I think that what they are expecting is a full-blown Outlook integration or add-in similar to the Salesforce one that is available right from within Outlook using the Get Add-ins button.
