Any restrictions configured in ServiceNow that prevent an email from reopening a ticket

PadminiY
Tera Contributor

‎04-29-2025 10:30 AM

How can we check if there are any restrictions configured in ServiceNow that prevent an email from reopening a ticket when its state is set to "Resolved"?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-29-2025 02:54 PM

Hi @PadminiY 

 

It’s difficult to determine if there are any restrictions or not. Primarily, we incident  reopen the incident either through the method or by checking the reply from the team to verify the inbound action is enabled, either manually or through the portal—record producer. What exactly is the issue you're facing here?

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PadminiY
Tera Contributor
In response to Dr Atul G- LNG

‎04-30-2025 02:57 AM

When i'm sending replies to emails after an incident has been marked as resolved, the ticket should automatically reopen. but it's not reopening the incident.

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Ankur Bawiskar
Tera Patron
Tera Patron

‎04-29-2025 09:45 PM

@PadminiY 

did you try to send email to reopen the ticket?

There should be inbound actions on the respective ticket table to reopen the ticket

did you check those?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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