ServiceNow Inquiry

[ab_frostbite]

Hello Team,
We've noticed that the ticket status remains set to 'Pending' even when the user replies using the email functionality in ServiceNow. Is there any indicator in the Service Desk dashboard that allows us to check if the user has responded to our email? Is it possible to have the status automatically change to 'In Progress' when a reply is received from the user via email?

[Shivalika]

Hello @ab_frostbite 

That is inbound email Action. You will have to edit there. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[swapnali ombale]

Hi @ab_frostbite ,

there will be an inbound action named "Update Incident(BP)" this is OOB 

please check that or if below code is not there then add it 

if the 'Pending' is a value of 4 and work in progress is a value of 2

if (current.state == 4) //state value for pending

      current.state = '2';     //state value for in progress

  current.update();

}

Kindly mark my answer as helpful and accept solution if it helped you in anyway.