Inbound email action- Reopen incident

[Jason Thompson1]

Good day, everyone-   I'm trying to create an inbound email action that states that- If a caller responds to an incident (through email or portal), the incident will reopen and let us know.  For the most part, I think I have it but I'm running into the issue of anytime the caller responds to a ticket- It posts that "the caller did not feel this was resolved".  The other issue I have is that when we go into a ticket that has been reopened, the caller's response is minimized which is causing confusion.

I've attached what I have- which is pretty much default OOB.  I have it set to inactive for the moment just to avoid further issues.  Would anyone be willing to help me out with this?  Is there a better way to set this up?  Any help would be greatly appreciated.

Thank you!

[Allen Andreas]

Hi,

Can you show your script section that shows the posting of the caller did not feel this was resolved? So we can see how you're tapping in to that. I assume it's happening because you have it on the reply inbound action, so any reply, whether the item was active or closed, is going to post. So you'd need to adjust that with something like:

if (current.state == '6') {

then do comment about the caller not liking that it was resolved, here

}

For the other part...the caller's response is minimized, what does that mean? Can you explain that?

Thanks!

[Jason Thompson1]

I've added more attachments to show what I have going on.  The light blue is just blocked out emails and names, etc.  The red "arrows" indicate what has to be clicked in order to see the caller's message.  We don't care that it opens when they say "thank you"; we just need it to not prompt every time the caller responds and we want the message to be as normal.

As for the script you're asking for- You'll have to forgive me, I'm not sure how or where to find that.  I've been mainly working with Service Now in the "drag and drop" method.  I'm by no means a Dev.

[Mike Patel]

for 1st issue, It it because there is out of box inbound action that updates incident when user reply to resolved email and inbound action looks at subject line.

[Jason Thompson1]

Mike- Thanks for the response.  I looked in the area that you have posted but I don't have anything in there.  I've been using the "Reopen Incident" versus "Update Incident (BP).  Would it be better to mimic what you have here or...?