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]

Hi, Sylvia,

ServiceNow is using a watermark in the email body to match with the existing record to do an update for inbound reply emails.
Please check first to see if any watermark in your emails.
Also, another point is to make sure your email has prefixed with Reply email prefix in the subject line.
You can check the inbound email processing workflow from below wiki page.
Inbound Email Actions - ServiceNow Wiki

Mark it as correct or helpful if this helps

Thanks
Veer

[asifnoor]

Hi Sylvia,

The  OOTP inbound action in SN takes care of updating the incident sent through the mail. If you do not change the subject and reply to that SN notification mail that you got, then it will update the existing incident in the system.

Mark correct and helpful if this answers.

[Sylvia2]

yep that works but this is separate email sent to update that incident so they are not replying to the email they received when the INC was logged 

[asifnoor]

Aha. Then you might have to write your custom logic.

For example, create an inbound action to read the mail. 

Read the subject line and fetches the INC Number and based on that fetch the sys_id and do the update on the inc table.

[asifnoor]

Hi Sylvia

Kindly mark the comment(s) as helpful if this has helped you in problem solving.