In forwarding email create a ticket how reply should update it.

[Sahil Khan1]

We have requirement POP3 is not supporting by Microsoft365 so for that we cannot create email account on ServiceNow that's why we came up with new solution in this when user send mail to IT team then IT team forward that mail to ServiceNow using forwarding rule, so problem is if user wants to provide more information and send reply email to IT team so it create new ticket  instead of update because of forwarding rule.

for example: I've laptop issue then I send email to it team
And from it team it forwarded to snow and incident created.
Now imagine that if user wants to provide more information and send reply email to it care then  t's create new ticket instead of updating it.

anyone have idea on this how we can solve this.

Thanks in advance.    

[Tony Chatfield1]

Hi, when your task is created the end user should be sent an email confirming task creation and the task number. End user process should be to reply to that email if they want to update the task.
ServiceNow will then identify the target task via the messages watermark, or by task number if the message subject is in the response format IE Re: INC12345

Inbound email action processing (servicenow.com)

If the end user is not replying to a message that clearly identifies the target task, you would need try and work our which task to update using an inbound action to check message body for identifiers IE task number. If no match was found, you would have no way to correlate the task exactly and would need to ignore the message or guess as to which user task the response related to based on some other value (or the user only having 1 active task).

[Sahil Khan1]

Thanks for your answer.

Suppose I got subject as FW: Incident INC0012345 has been assigned to group IT Support in ServiceNow.

how I can use it for update incident (Note: I already create one inbound Email action for forward and setting caller name using it) 

[kalpesh9]

Hello @Sahil Khan1 ,

You can write code in the forward email action.

Do the GlideRecord sys_email table then add filter with UID and Subject of email and get message ID

then do GlideRecord on incident table and filter  with messageID

see below sample code

var eid = new GlideRecord('sys_email');

eid.addQuery('uid', email.uid);

eid.addQuery('subject',email.subject);

eid.query();

if(eid.next())

{

msg_id = eid.message_id;

}

var inc = new GlideRecord("incident");

inc.addQuery('u_message_id','!=','');

inc.Query();

Please try this code and let me know if that works for you

[Sahil Khan1]

Thanks for your response.

UID not work for me and I don't have Message ID field in incident table ('u_message_id')