Show watermark on INC Form

[Floridalife]

Let me explain

We would like to update Service now INC by starting a new email in outlook (not replying to a service now notification email that contain the watermark already)

So if i could display the watermark on the INC form, that would allow the staff to create brand new email to have them infected directly in the INC when emailing the incoming email for our instance.

Can this be done? or is there a better way ?

[Chuck Tomasi]

Hi Mathieu,

Not sure how that's going to work since watermarks are generated by the system on the way out. Each new message gets a new watermark. Just displaying a "number" on the form isn't going to get you that message-incident relationship you are looking for. What do you display in the case of a new incident that has no watermark records generated yet?

[Floridalife]

You have a point, so lets forget about the watermark, new question is how can i link a brand new email into an incident ? is there a trick to maybe have an inbound action that would check the subject line for the INC# if no watermark exist ?

[Pradeep Sharma]

Hi Mathieu,

Yes you can. Please refer the sample thread and let us know if you are blocked.

Update existing record using inbound email actions without watermark

http://wiki.servicenow.com/index.php?title=Useful_Inbound_Email_Scripts

[Chuck Tomasi]

Yes! There's more!

If a watermark is not used, then it will try using the number (or display value field). Example: INC0001007. You have to get it right.

In an extreme edge case, you can use the In-Reply-To: header, but that doesn't apply here for a new message.