Inbound Email Actions - Ticket Reference In Subject Line

[cjsnape]

Hi guys,

Is it possible to create an Inbound Email action whereby if you paste the ticket reference into the subject line in Outlook and cc in the ServiceNow instance email, regardless as to whether you forward or reply, it will update the ticket? I would like to get this implemented for Incident, Request Items, Change and Problem if possible.

Thanks in advance.

[Mark Roethof]

Hi there,

What exactly do you mean with "if you paste the ticket reference into the subject line". Like an INC ticket number for example?

Common to update tickets would be to reply on a email which contains something like "Ref:MSG186200922". Though technically, this should be possible.

I did a quick test. It's not rock solid and not extreme flexible, though works for task extended tables (though not for custom tables, only for numbers starting with a 0, etc.). So you need to do some work on this 🙂
The example, just updating the description. I've sent below email, where what is on the Update line, will be updated in the description field (email.body.update).

 

Unfortunately, on the When to run section, the When can not be made dynamic. So if you want this for New + Reply + Forward emails, you would have to make multiple inbound email actions.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[cjsnape]

Hi Mark,

Thanks for your reply - I'm a complete newbie to ServiceNow so would you be able to confirm the exact scenarios as to what your script will do? 

I was looking to add the INC/RITM/REQ/CHN/PRB reference number to the subject line and hope that any emails sent to that would attach in the Notes section etc. It would work if reply to any notification containing the MSG watermark too. 

Currently, we can only use the email inbound actions on incidents - forwarding emails creates a new incident and replying to incident emails with a watermark adds replies to the incident ticket.

Kind regards,

Chris