Trying to to update ticket with Out of Office replies but not create a new ticket

[germc]

Hi folks,

We have a rule in the Mail Settings where any email wth the subject line containing:   "AUTO:" or 'out of office' will be ignored.   This is to prevent new tickets being automatically created by an out office. However, if we are updating an Incident for an end-user, we would want to know if they are out of the office, therefore we would want that Out of Office response to come in to ServiceNow and update their Incident. We dont want the out of offices to create new incidents (which is why we have them set to be ignored) However, we would like them to update tickets if its a response to a notification.

Ive done a lot of work on this and updated the Inbound action 'Update Incident (BP)':

I added the following:

if (email.subject.toLowerCase().indexOf("out of the office") >= 0) {

          current.incident_state = "2";

          current.work_notes = "This user is out of the office";

}

That did not work so I commented it out and created a new inbound action called 'out of office update'

gs.include('validators');

if (current.getTableName() == "incident") {
  current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

    if (email.subject.toLowerCase().indexOf("out of the office") >= 0) {
          current.work_notes = "This user is out of the office";
}

 
  current.update();
}

However, Im not sure to set the 'Type' as New or Reply.. I have tried both but it does not work.

Would anyone know what 'Type' would an out of office fall under or if Im close with the script above?

Thanks a million

[chennaiman]

Hello Mate,

Did you overcome the issue?

Please share if you solved it

[germc]

Hi, I haven't yet found a solution for this unfortunately. I think some additional implementation may be needed on ServiceNow's side. I will update as soon as I have a solution to this.

Thanks

[chennaiman]

Hello Mate,

I checked the emails logs of the received OOO emails.

I didnt found any value in "TARGET TABLE" field.Hence the SNOW didnt know where to update the received email.

Do you came across the same issue?

Thanks & Regards,

Ram Prakash

[chennaiman]

Hello,

Have you found out the solution for this? or Still in the same page?