Update exisiting ticket via email

[Sylvia2]

Had the below email from a user who is part of one of our resolver groups. They want to understand how they can update an existing ticket via email.

I want to send out some documentation from outlook to a specific incident that exists in service now. How do I do it, so that the documentation/email I sent from outlook get linked to the incident I want?  I do not want to open a new incident, I just want to have that specific email attached to a specific incident already opened in service now.

 In old service desk this operation was possible if we had in email subject ##cal no##. It would automatically send the mail to the call specified in email subject.

I believe this is possible but am unsure what command to give them to ensure this happens.

Thanks

[Veer MS · Accepted solution]

Hi, Sylvia,

Below Article might be helpful.

Reply emails with Re: prefix

Thanks

Veer