inbound action

[Shir Sharvit]

Hi

I have a notification with a link that, as soon as we click on it, a response email opens for me automatically.
As soon as the customer sends the response email.
I need the system to receive my email in the incoming action and fulfill the following requirements:
Change the status of the incident from resolved (6) to open (1)
And every time the incident is reopened, the reopen_count field will increase by 1.

I would appreciate it if you could fix the code for me. It does not work:

Thanks.Shir

[Hemanth M1]

Hi @Shir Sharvit ,

Have you checked the email logs to check your inbound action triggered??? , please verify by looking at email logs related list in the received email.

and also verify > email type is reply and verify any other inbound is triggering after your inbound , you can check this email log it slef

if other inbound are triggering  > have unquie condition for your inbound and check "Stop Processing" to true.

[MarkT2445801916]

Does anyone know how to configure (inbound email actions?)  setup ServiceNow to send all emails with the same sender and subject over a 60-minute window to a single ticket instead of creating multiple tickets?  For example, email 1 creates a ticket and as long as tickets 2 through ? have the same sender and subject they get appended to the ticket created by the first email. Note:  These would not be replies to the original email where the Incident identifier is in the subject or body of the message.