Updating a ticket from an email

steve-59 · ‎11-09-2017

Hi,

We are trying to communicate with another Service-now system using emails and watermarks.

The ticket creates fine but when the ticket is updated it just creates another ticket.

The update email from the distant SN system arrives with a receive type of "new" and not " reply" as I would expect.

Please can anyone help with any scripting that would allow the tickets to be updated.

Also I send out an email notification to the distant end giving them our Inc number.

This issue we have is they also respond with the email response therefore every few minutes we create new tickets.

Is there anyway to stop the looping of the emails.

Thanks

Steve

henry_cheng · ‎11-09-2017

Hi Steve,

ServiceNow is using watermark in the email body to match with the existing record to do an update for inbound reply emails.

Please check first to see if any watermark in your emails.

Also another point is to make sure your email has prefixed with Reply email prefix in the subject line.

You can check the inbound email processing workflow from below wiki page.

Cheers

Henry

Jaspal Singh · ‎11-09-2017

Hi Steve,

Could you check the update inbound does not .insert() function used in the script.