Updating incidents by email

[snowtech1]

To update incidents on reply emails, if the inc# or watermark is found on the email servicenow automatically updates the corresponding incident.

But we have a third party email sender, and requiring to update the incident. The email has a unique identifier in the body of the email like 'UID:123'.

An existing,open incident will have the same UID in the short description, by which am querying and updating the incident.

Technically the inbound processing is not attached to any record, but am updating the incident as intended.

Are there any pitfalls / violation of best practices?

Thanks in advance.

ctomasi

[Chuck Tomasi]

You can do this. It's not bad practice. Use the Conditions or Condition field to trigger the inbound action.

Example:

[Chuck Tomasi · Accepted solution]

Reference: Inbound email actions

[snowtech1]

Thank you for the response.

Yes, am checking if email.origemail is the third party email address.

[Chuck Tomasi]

You might also want to check if the body contains "UID:" or some other easy to identify formatter in case you get other messages from the third party system. Just a thought.