Append email confirmation in a ticket

[XYZ]

Hi Team,

There is a use case such that through workflow we would be sending an automated notification to say "xyz" email id to perform certain task.

The thing is if this "xyz" email id  wants to send the confirmation over an email that it has completed the task.How we can get that accomplished? To get this confirmation appended in the existing RITM ticket.?

Please suggest any other methods if it seems impractical or impossible.

Thanks in advance!

[AshishKM]

Hi @XYZ , 

Please check & validate, every system generated email has reference number (watermark) ( start with ->Ref:MSG ) and all watermarks stored in the table (sys_watermark). 

If reply email contains the same watermark, system will know where to append this email.

Refer this page

https://developer.servicenow.com/dev.do#!/learn/learning-plans/tokyo/new_to_servicenow/app_store_lea... 

[Riya Verma]

Hi @XYZ ,

Hope you are doing great.

Another approach is to provide a link or a specific email address for the confirmation in the original notification sent to "xyz". When "xyz" completes the task, they can send an email to this specific address or click on the provided link. You can set up an inbound email action to process these confirmation emails and update the corresponding RITM.

Follow steps below for same :

1. Create an Email Template: Create a new template for the confirmation email. This template should include a placeholder or a unique identifier that can be used to link the confirmation back to the original Requested Item (RITM).

2. Configure the Inbound Email Action :Create a new Inbound Email Action. Define conditions that will trigger this action, such as matching the sender's email address.

3. Define Script for Inbound Email Action: In the Inbound Email Action record, you'll have a section for scripting. Write a script to parse the incoming email content and extract the unique identifier or placeholder mentioned in the email template.

4. Update the RITM with Confirmation: Use the unique identifier or placeholder to identify the associated RITM. Using a server-side script, you can update the RITM with the confirmation information extracted from the email.