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Tuesday
could any one help me with the following one, When a customer sends an email, a case is created, and the customer receives an update confirming the case creation along with the case number. When the customer replies to that email with the case number, the reply should be attached to the same case as a conversation thread, with the latest reply displayed at the top, either in Additional Comments or Work Notes.
Are there any OOB flows or inbound actions
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Tuesday
Yes buddy, this is mostly handled OOTB in ServiceNow, as long as email threading is set up correctly.
Here’s how it works normally:
A customer sends an email and a case is created (via an inbound email action or Email-to-Case).
ServiceNow sends a confirmation email back with the case number.
When the customer replies to that email, ServiceNow automatically matches it back to the same case using standard email threading (watermarks and/or the case number in the subject).
The reply is added to the case as a conversation entry, typically in Additional comments. The newest reply shows at the top by default.
You don’t usually need a custom Flow for this.
The key pieces are:
Make sure the outbound notification includes the email watermark (OOTB templates usually do).
Ensure the OOB inbound email action for case replies is active.
Avoid custom inbound actions that override or strip the watermark or subject.
As long as those are in place, customer replies will continue the same case thread automatically. If you’re using a specific table (like CSM cases vs a custom case table), the exact inbound action name may differ, but the behavior is the same OOTB.
@SiripriyaP - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂
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Tuesday
Yes buddy, this is mostly handled OOTB in ServiceNow, as long as email threading is set up correctly.
Here’s how it works normally:
A customer sends an email and a case is created (via an inbound email action or Email-to-Case).
ServiceNow sends a confirmation email back with the case number.
When the customer replies to that email, ServiceNow automatically matches it back to the same case using standard email threading (watermarks and/or the case number in the subject).
The reply is added to the case as a conversation entry, typically in Additional comments. The newest reply shows at the top by default.
You don’t usually need a custom Flow for this.
The key pieces are:
Make sure the outbound notification includes the email watermark (OOTB templates usually do).
Ensure the OOB inbound email action for case replies is active.
Avoid custom inbound actions that override or strip the watermark or subject.
As long as those are in place, customer replies will continue the same case thread automatically. If you’re using a specific table (like CSM cases vs a custom case table), the exact inbound action name may differ, but the behavior is the same OOTB.
@SiripriyaP - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂
