How to reply the email which is generated by ServiceNow within ATF

[VIKAS MISHRA]

If Analyst changes a ticket status to Pending then one email triggers to End user and when that end user replies from the outlook to the same email then that reply gets updated in the ServiceNow ticket 

Same thing I want to do within ATF , as a End user i want to reply to that same email which we get when the incident is pending by analyst , but not sure what test step we need to use to reply on that same outlook email.

Please Suggest!.

[Philippe Casidy]

Hello,

I would suppose you have step to validate that the outbound email exists.

Then, you can use a "Generate Inbound Reply Email" to simulate the reply email based on fields from the outbound email.

Then, make sure you use "Record Validation" step to verify that the record generated from the "Generate Inbound Reply Email" is in state "Processed" before going on.

What do you think about this? Please let me know, I can provide more details.

Kind regards,

Philippe

[Daisy Huang]

Hi Vikas, 

Did you find a way to test this workflow with ATF? 

We have similar scenarios in our project, the hard thing is in the email we sent to user there's a water-mark, we need to include the water-mark in the email body. Which I can't figure out how to do it. 

Thanks for sharing. 

Daisy

[Philippe Casidy]

Hi Daisy,

Have you tried "Generate Inbound Reply Email"?

This step requires to specify a target record and will generate an inbound email with the correct watermark.

Please let us know how it works for you.

Phil.

[Daisy Huang]

Hi Phil, 

I have tried that, but it does not work, see below screen-shot from my ATF test.

I need to included the same water mark which is in the sent email with "Generate Inbound Reply Email" step it generate a different one. 

Do you have other suggestion?

Thanks, 
Daisy