How can we create a new incident record with a reply which contains a watermark.

[shashanksha]

Even for a reply with existing email with watermark can we create a new ticket in servicenow. Is it possible to create a new record with a Reply having watermark.

Thanks,

Shashank Sharma 

[Community Alums]

Hi @shashanksha ,

Sorry but can you explain your question more with some screenshots please. 

[shashanksha]

Hello @Community Alums ,

use case is like once incident record is created and notification comes as Your incident is created on your behalf.when user Reply on that record from outlook which contains a watermark in the in the email so can we create a new Incident record or as it contains a watermark so it will only update the existing record only.Is it possible to create a new incidnet record as a reply which contains a watermark?

Thanks,

Shashank Sharma

[Community Alums]

Hi @shashanksha ,

To use the watermark in a notification:

1. Open your notification
2. Click the related link "Show Notification Scripts" from your Notification
3. Press New, and fill in these values (this creates a mail script):
   • Name: getWatermark
   • Script:

     template.print(email.watermark);

4. Save the record.
5. In your notification, you can now add this to the HTML field, using the mail script to get the watermark:

   ${mail_script:getWatermark}

6. Extra: Check "Omit watermark" in order to only show it where you have the above line, and not add it to the end of the e-mail.

[Nilesh Pol]

@shashanksha An email with a watermark are uses whose subject line begins with a recognized reply prefix as suggested OOTB.

However, the answer of your question is YES, it’s technically possible, but not out-of-the-box, You have to customize your inbound email action to override the default watermark behavior.