Update existing incident based on email subject

[snow john]

Hi,

Can we update the incident ticket based on the email subject if the existing ticket(short description) has the same subject(short description)?

for example, I sent an email to ServiceNow with the subject "ABC (User location) anything goes here" and then if I send email to ServiceNow with the same subject line again we need to update the existing ticket subject if the ticket is ACTIVE TRUE.

Can someone help me on this?

Thank you in advance.

[Arav]

Hi,

Yes, you could do this by creating an Inbound action and writing a script to process it using the inbound email's subject. However, there is risk involved in this approach as multiple emails (unrelated to each other) with a common subject could be linked to the same record. But you may do this if you are planning to search for specific keywords in the subject.

Thanks,

Arav

[snow john]

Hi @Arav ,

Yes, we have a unique email subject for this requirement.

Email subject starts with: [AWS][XYZ] free text goes here.

Can you help me how to update the ticket?

[Community Alums]

Hi,

yes you could do this validation in an inbound. check the incoming subject and validate it with the existing incidents. Based on it set the active flag

[snow john]

Hi @Community Alums 

Could you please help me how to validate it with the subject in inbound action? 

I really appreciate any help you can provide.