How to create HR case and anyone reply to the same email again create child hr case

[mania]

Hi,

How to create a hr case from emails and map to the subjuct is short desciption, body to description, sender name to opend by and also auto map the priority set to high then again if someone reply to same email it should create another hr case and it should show in the child cases of the original parent hr ticket.

Can anyone please help on this. It will be helpful.

Thanks!

[Dr Atul G- LNG]

Hi @mania 

Here are OOTB inbound actions on HR table, which you can see

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/human-resou...

The question is: "How to create a child case when replying to the same email?" This isn’t a valid case because, by default (OOTB logic), the system checks the watermark and case number in the subject line. If they match, the same case gets updated when a reply is received.

What I’m thinking is, let’s say 5-10 replies come in. Then you would need to manage 10 different child cases for SLAs. And if those child cases receive answers, new child cases are generated again, leading to a never-ending loop.

Take a look at how OOTB creates and updates cases.

[Dr Atul G- LNG]

Hi @mania 

Did you check my reply on 2nd part:

The question is: "How to create a child case when replying to the same email?" This isn’t a valid case because, by default (OOTB logic), the system checks the watermark and case number in the subject line. If they match, the same case gets updated when a reply is received.

What I’m thinking is, let’s say 5-10 replies come in. Then you would need to manage 10 different child cases for SLAs. And if those child cases receive answers, new child cases are generated again, leading to a never-ending loop.

Take a look at how OOTB creates and updates cases.

[Shivalika]

Hello @mania 

You can use inbound email actions. You can check out existing OOB Inbound email actions for the same. 

And for child one, you can create new on Type as "Reply". Then set these fields as you said. 

Please try this out and share screenshots if you face issues. Kindly mark it as helpful, if it helped you in anyway.

LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

[mania]

@Shivalika ,

OOB inbound action is not triggering.

I created new inbound action for create a new hr ticket from email so that is triggering and i have created the another inbound action for reply but once i reply the original email it is not creating another child hr case under parent.

Can you please help on the reply part, It will be gratefull.

Reply:

Thanks in Advance!