Inbound Email Action - Does replying to an OOB notification trigger the custom inbound email address

[HemanthS4001525]

Hello Everyone.

I have created a Inbound action for Incident table, the requirement is when a user send a mail directly to our  ServiceNow email address for example a user send mail to this address xyz@servicenow.com containing the incident number in the subject, the inbound action script checks whether the incident ticket is present and the ticket is active or not if yes it will trigger some conditions and the body of that mail will update in that particular Incident Work Notes, 

However, I have a question regarding the OOB notifications.

when an Incident is created or updated, ServiceNow sends an OOB notificationto the user.

the from address of this notification is different, for example abc@servicenow.com

My Question is:

If the user replies to that OOB notification, and the reply is sent to abc@servicenow.com, will ServiceNow automatically redirect/route that reply to xyz@servicenow.com, or will the email be processed based on the To/Reply-to address configured in the notification?

If it does not automatically redirect to xyz@servicenow.com  how can we redirect and what would be the recommended ServiceNow configuration to achieve this requirement.

Thanks in advance.

[Ankur Bawiskar · Accepted solution]

@HemanthS4001525 

My thoughts

-> No, ServiceNow does not automatically redirect a reply sent to the OOB notification’s From/Reply‑to address (abc@servicenow.com) to your custom inbound address (xyz@servicenow.com)

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[HemanthS4001525]

Thanks @Ankur Bawiskar 

that's confirms that ServiceNow does not automatically redirect the reply from the OOB notification's Reply-To address to our custom inbound email address.

Could you please suggest how to achieve this requirement? Specifically, we want users to simply reply to the existing OOB Incident notification, and have that reply reach our inbound email processing so that our custom Inbound email action can update the corresponding Incident.

Thanks.