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

[snowtech1]

Thank you.

Had used an if(email.body.uid) at the start of the script. Might be a better idea to have it on the condition

[Chuck Tomasi]

Agreed. You want the condition to state whether or not the action should run. Once you're in the script, it's already running.

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Thank you