Update hr case through inbound email using flow designer

[Apaul]

When an agent adds a comment to a case, an email is triggered to the user. If the user replies to that email, the reply should update the existing case with the email content, comments, and any attachments.

I’ve implemented this using Flow Designer, and it works. However, I want to identify the case using the email’s reference ID (watermark) when the user replies.

How can I add a watermark or case ID to the outgoing email so that the reply can be mapped back to the correct case? Are there any other recommended ways to identify the case from the reply?

Does the watermark checking do by the system itself?

[Apaul]

its working but my question is usually ik i need to use a logic to identify case like need reference id or something. But here i didn't use it cz I haven't find any point to identify reference id. But its working perfectly. How is it working although I didn't use reference id or watermark to map the email to the case? Is it working in the background when I select inbound email is reply and then update the case?

[Dr Atul G- LNG · Accepted solution]

Hi @Apaul 

https://developer.servicenow.com/dev.do#!/learn/courses/xanadu/app_store_learnv2_automatingapps_xana...

read this mate.

[Dr Atul G- LNG]

Thanks @Apaul.

Could you please accept the answer and close the thread if there are no open issues? Otherwise, feel free to raise a new question if you have any doubts in a different area.

[Dr Atul G- LNG]

Hi @Apaul 

Watermark/Record Number

If an inbound message is recognized as a reply or forward ServiceNow attempts to match the incoming email with an existing record by looking for a unique watermark in the subject line or message body. By default, watermarks are inserted as the last line of outbound messages.