Inbound Email Actions - able to match an existing incident based on a ticket number from previous ticketing system being migrated over to SN?

bcronrath · ‎05-01-2015

We are migrating over to SN from a previous ticketing system. Part of the migration will involve tickets that are already open in the old system, and clients will be expecting to still be able to reply to the old ticket subject lines for those tickets and get a response. I can get emails to update existing incidents in our service now dev instance if I include the SN incident number format in the subject line, so moving forward it should be fine, however for those other tickets that we will be importing in that include the old format of ticket numbers (does not have "INC" in the ticket format) is there a way we can script our inbound email actions for incident updates to check on a different style of ticket number format?

Best regards,

Brian

Michael Ritchie · ‎05-01-2015

Many organizations choose not to import ticket data from the old system, but obviously in some cases that may be required. If you need to do this, you could create a custom field with the old ticket number, or even prefix the short description with it. Then your inbound email script could do a query in whatever field you choose to match that ticket number. First you could need to parse the email subject for the old ticket number, then use that in your query to find the existing incident created. I hope this makes sense.

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DesiraeSaysanav · ‎01-31-2017

Perfect thank you so much that worked!!!