Will the incident be updated if someone sends email with the subject containing incident number

[SHALIKAS]

If someone sends an email to the servicenow instance with the incident number in the subject and without the watermark will the incident be updated?

What all things does ServiceNow checks to update the incident from an email

Also we have the below OOB Inboud Action to update incident - Update Incident (BP)

gs.include('validators');

if (current.getTableName() == "incident") {

    var gr = current;

    if (email.subject.toLowerCase().indexOf("please reopen") >= 0)

        gr = new Incident().reopen(gr, email) || gr;

    gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

    if (gs.hasRole("itil")) {

        if (email.body.assign != undefined)

            gr.assigned_to = email.body.assign;

        if (email.body.priority != undefined && isNumeric(email.body.priority))

            gr.priority = email.body.priority;

    }

    gr.update();

}

[Manikanta Kota · Accepted solution]

Hi @SHALIKAS ,

yes, it is possible as per my knowledge if email contain water mark or number in Short description or body  it will update existing