How to track the case number when the customer reply to the email.

mania
Tera Contributor

‎03-31-2025 06:25 AM

Hi,

How to track the case number when the customer reply to the email.

Without subject contains "CS" need to update in the same case when the email replies.

Can anyone please help on this,It will be usefull.

Thanks!

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2 REPLIES 2

Shivalika
Mega Sage

‎03-31-2025 07:13 AM

Hi @mania 

 

So if the mail is sent by system first then there should already be a fixed subject line. 

 

You can easily separate the case number from there and create an inbound email actions of type reply. 

 

Can you share the subject line ? So I could tell you further steps. 

 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

 

Regards,

 

Shivalika 

 

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

 

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Robbie
Kilo Patron
Kilo Patron

‎03-31-2025 07:17 AM - edited ‎03-31-2025 07:29 AM

Hi @mania,

 

By default, ServiceNow generates a watermark label at the bottom of each notification email sent to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.

When an email is replied to and received by the system, the email is stored within the 'sys_email' table.

You can find this by typing 'Emails' into the Navigation menu and selecting 'Emails' under 'System Logs'.

This table stores both the sent and received emails.

 

If you filter by the Type' received, and open a record you'll notice a field called 'Target'. This is where the related record is stored as well as how the system knows which record the email is tied to. This is also where you can identify which case and subsequent case number is being replied to.

 

Some other interesting areas for your review is the 'Inbound actions' under 'Email' where you can control exactly what happens when an email is received, what detail to pull and copy to the record etc and when to ignore these records.

 

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.




Thanks, Robbie

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