How to reply to an email received in ServiceNow?

[ahan]

I have a requirement when user sends email to ServiceNow, it should generate the Incident and should send reply to the same email with the incident number.

Can anyone help me how to reply to the incoming emails?

[AshishKM]

Hi @ahan , 

This is default behaviour, if sender is part of User table with same email, which used to send email to ServiceNow, then user will receive INC created email on the same email becuase user is caller of that INC.

You can try to send email to Dev instance and check the result.

-Thanks,

AshishKM

[ahan]

Hello @AshishKM , I need to send the email reply on top of the send email, not a new email. Thank you!!

[AshishKM]

did you try the reply type notification.

[Ranjane_Omkar]

Hello @ahan,

I had  a similar requirement. You cannot reply to the email on top of received email. This is expected behavior you cannot send cascading emails.

Regards,

----

If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.