Update Incidents through new emails, by relating to INC number in subject of email

[AdamUMC]

Hi there,

If I want to update Incidents through a new email, by relating to the INC number in the subject of an email, where should I config that in ServiceNow?

I know about the "key-string" below each ServiceNow generated and sent email, but our customers usually refer to existing and open Incidents by INC number in subjects of their emails. So it would be nice to have that parallel running besides the "key-string" functionality.

Thanks and best regards!

[Vishnu kumar R · Accepted solution]

Hi @AdamUMC ,

You can achieve that by configuring Inbound email action with "New" type.

Please refer to the link below:

https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/notification/c...

Please mark helpful if it helped you with your query : )

Thanks.

[Sandeep Rajput]

@AdamUMC You can achieve this using inbound email action feature in ServiceNow. For more information please refer to https://developer.servicenow.com/dev.do#!/learn/learning-plans/xanadu/servicenow_administrator/app_s...

[AdamUMC]

Thanks both of you! @Vishnu kumar R @Sandeep Rajput !

This is fixed now, but I have walked into another problem;

Only when referred to the INC number with capital letters ("INCXXXXXXX" instead of "incXXXXXXX"), this update- action (insert email into existing Incident) works correctly.

I have tried to solve this problem, but unfortunately it wents wrong somewhere.
I do a case- insensitive action and I'm looking up this number into ServiceNow with capital letters included. Please see script here below.

What is wrong, any idea?

[AdamUMC]

^ This works very well. I just forgot to activate the test Inbound Action.
Thanks both! Will mark the first answer as solution.