how to change the status of the ticket based on email reply

Sri56
Tera Contributor

‎04-28-2022 02:01 AM

Hi Team,

We have a UI action called 'Compose Email' in workspace menu.

So when agent click on this menu, agent can trigger a email to any external user.

So when we get a reply from this user, status should change to WIP.

Please help on how to acheive this one.

 

Thanks,

Sri

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2 REPLIES 2

SumanthDosapati
Mega Sage
Mega Sage

‎04-28-2022 02:13 AM

Hi,

 

You can use inbound email actions for this.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/notification/task/t_Cre...

 

 

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Sri56
Tera Contributor
In response to SumanthDosapati

‎04-28-2022 06:28 AM

Hi Sumanth,

May i please get a script for above?

Please help!

 

Thanks,

Sri

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