Update incident ticket via email

[TMKAM]

I would like to know is there a solution to incident ticket via email and below is my scenario.

1. I have created 3 field in the incident ticket as below.

• External Ticket Number
• External Ticket Status
• External Ticket Assignee

2. When I receive an email from external vendor, they already have the below information in the email content.

• External Ticket Number : 99999
• External Ticket Status : In Progress
• External Ticket Assignee : Tim Hope

3. I want the incident ticket to be updated the field in the ticket automatically based on the email information below from external vendor. 

• External Ticket Number
• External Ticket Status
• External Ticket Assignee

How can I do that?

Thank you

[Tony Chatfield1]

Hi, this is OOB behavior using inbound actions,

but you will need to map your fields in a script and if the data is reference data lookup the correct record so you have the sys_id to map.

Inbound email actions (servicenow.com)

if your message body has the data as name: value pairs then the platform will map these to variables for you so should be simple to extract from the message body

Setting field values from the email body (servicenow.com)

[kalyan13]

Hi @TMKAM ,

Did you got the solution for this if not please let me know.

Regards,

Kalyan

[TMKAM]

Hi Kalyan,

If you have the similar inbound action scripts that would be very helpful.

Thank you.

Regards,

TMKAm