question Re: Replying to emails in ServiceNow AI Platform forum

Replying to emails

Maharshi Chatte — Thu, 31 Mar 2022 07:19:36 GMT

Hi,

I want to send reply to emails .The email should go as a reply to the mail that they have sent and not as a new mail. Is it possible to implement in servicenow?

Re: Replying to emails

Himanshu V — Thu, 31 Mar 2022 08:02:38 GMT

Yes you can do that in ServiceNow!!

You may want to create/update Inbound Email Actions in ServiceNow to recognize it as a reply email in type field.

Please check below link for examples -

Inbound email action examples | ServiceNow Docs

If my answer helped you in any way, please then mark it as helpful.

Please mark this answer as correct if it solves your problem. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Himanshu

Re: Replying to emails

Maharshi Chatte — Thu, 31 Mar 2022 09:25:52 GMT

Hi Himanshu,

Thanks for you reply. Actually my requirement is this - whenever a sender is sending some mail to servicenow ,I want to reply something to the sender. Now if I do it through email notification it will go as a new mail to the sender and not as a reply to his earlier email. So is it possible to send the reply as a reply only and not as a new mail.

Re: Replying to emails

Steven Dsouza — Mon, 04 Jul 2022 15:55:13 GMT

I believe this solution is when an external user sends a reply email to servicenow but not when servicenow wants to reply on an inbound email. Even I'm searching for that only answer found was insert in sys_email table. Still hunting!

Re: Replying to emails

Alekhya Anaveni — Fri, 10 Nov 2023 23:11:55 GMT

Hey, were you able to achieve this? without querying sys_email table?

Re: Replying to emails

Alekhya Anaveni — Fri, 10 Nov 2023 23:12:54 GMT

Hey, were you able to achieve this without querying sys_email table?