Email - Inbound Action - Incident Closed

[DK18]

Hello,

I'm looking for options to manage emails on incident tickets that have been already closed. We had few instances of customers replying to old incidents that are closed long back with a new or related issue, the email is appended to the Closed ticket and was completely ignored.

Ideally, we would want a new ticket to be created if the incident is closed, or atleast have the incident reopened that can get the required notification.

Please let me know how this can be done.

[Giles Lewis]

There are basically three options.

1. Create a new incident. It is recommended that you do NOT copy work notes or comments to the new incident.  Instead make the new incident a child of the old incident. This enables the support team to easily navigate between the old and the new.

2. Reopen the original incident. This may or may not be appropriate based on your definition of "long back". The down side is that it can mess up your metrics.

3. Do not reopen the original incident or create a new incident. Instead send a polite bounce-back notification to the customer advising them how they can open a new incident.

[DK18]

Thanks Giles for your response.

I would use both the options 1 and 3 for different scenarios.

Would you be kind enough to walk me through the steps involved. I'm pretty new to Service Now and learning as I go.

Cheers

[RudhraKAM]

The way we are doing is if they try to reply for a old or closed incident we will send them an email stating that thats closed and no one will get back to you , you can open a new incident for the new issue u r facing ,,

create an event 

Notification

and in the message type what ever u want 

[DK18]

Thanks Giles and Ken for your responses.

I wanted to reopen the Incidents and included the following in the Inbound Email Action for reply. It doesn't reopen the incident, neither does it place the comments "User replied to a Closed Incident.."

if (current.getTableName() == "incident") {
    if(current.active == false) //check if the incident is active and reopen ticket
        {
            current.comments('User replied to a Closed incident. Ticket will be reopened.');
            current.state = active;
            current.update();
        }
}