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

[scott barnard1]

Hi

I think if you include the ticket number in the subject line the default inbound action will attach it

Try it by just adding the ticket number to the subject and a brief test body.

Should be fine

regards

[Sylvia2]

hi just tried that and it creates a new INC rather than adding the email to the previous ticket 

[asifnoor]

The subject line has to be the same for the existing incident record to get updated

[scott barnard1]

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/administer/notification/concept/c_InboundEmailActions.html#c_InboundEmailActions

Looks like it's being classified as New

Have you tried "RE: INC0001111"

It needs to believe it's a reply - see the diagram etc.

Hope that helps