Need Email Reply to a specific address to create incident

[WR2]

Hello!

We currently have two Inbound Email Actions configured to create Incidents when an email is sent to the Service Desk group email address, we'll call it JoeBob@ServiceDesk.com.

The first action (Create Incident) creates an incident whenever a NEW email is sent to JoeBob@ServiceDesk.com

The second action (Create Incident- Forwarded) creates an incident anytime an email is FORWARDED to JoeBob@ServiceDesk.com. 

Both of these work as they should.

The ask is that we create an action for Replies.

Scenario:

A Service Desk employee receives an email directly from a user asking for help. 

The Service Desk employee replies that he will be able to assist, but he wants to add JoeBob@ServiceDesk.com to the email so that an Incident is automatically created.

I can't seem to find a way to make this happen.  I'm hoping I can copy one of the working Actions and make a few tweaks.

I am new to ServiceNow so I appreciate any assistance!

Thanks!

[Najmuddin Mohd]

Hello @WR2 ,

There is type filed 'Reply' in the When to run. You can check with this functionality.

And, what defines as a Reply email to ServiceNow,
Navigate to All > System Properties > Email properties.

If the above information helps you, Kindly mark it as Helpful and Accept as a solution.
Regards,
Najmuddin.

[WR2]

Thanks for the reply Najmuddin.

I have tried that, but no luck.

I am testing in in DEV by going to System Mailboxes>Received, then creating a new email, but it comes up empty.  

I am probably doing something wrong there...

[Justin Hatfield]

Can you include a screenshot of the email from the email log to see the subject line?

[WR2]

Thanks Justin.