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 ?

[Floridalife]

Oh great ! i tried creating a brand new email with the INC# in the subject that matched a current one, but it didnt link the email into the INC, instead it created a new CALL

Can you advise what the inbound action should look like? maybe its missing in our instance

[Chuck Tomasi]

Take a look at the OOB inbound action "Update Incident". That should give you a head start.

[Deepak Ingale1 · Accepted solution]

Inbound Email Actions - ServiceNow Wiki

Reply emails with Re: prefix and <number> value passed on the subject examples

This will give an idea about how inbound email action decision making happens using a prefix on the emails like Re, FW etc

If you are using new email altogether, it will run the 'Create Incident' inbound email action.

Why do you require to have it?

[Floridalife]

THank you everyone, Deepak your link was exactly what i was trying to do, that worked thanks, i ended up using RE: INC# blablabla

[Deepak Ingale1]

Great to know that it helped you. Also kindly do not forget to give like / bookmark to the blog post shared via link above which helped you