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 

[Shivalika]

Hello @shashanksha 

Yes its possible to create new incident from the existing reply also. 

1)Select Reply here 

2) Action type as "Record Action" and table as incident

In the script section just go for 

var inc = new GlideRecord('incident');

inc.initialize();

inc.fieldNAME = '''''

inc.insert();

This will be done. '

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[shashanksha]

Hello,

But watermark fucntionality is to update the existing record not to create a new record. Is it true.

Thanks,

Shashank Sharma

[Ankur Bawiskar]

@shashanksha 

OOTB it will only update but practically it's possible for Email type - Reply by using inbound action scripting

But what's the business requirement to create a new one in Reply type email?

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

[shashanksha]

Actually the case is one incident record is created from test@Service-Now.com to test1@service-now.com.

Now from test1@service-now.com reply to on DL (test2@service-now.com) over the outllook. So is it possible to create a new incident as a Reply along with watermark eg:- Re:- subject and body contains a watermark. So is it possible to create a new record as Re:- subject and watermark becasue watermark functionality is to update a existing record.

Thanks,

Shashank Sharma

[shashanksha]

@Ankur Bawiskar 

Actually the case is one incident record is created from test@servicenow.com to test1@servicenow.com.

Now from test1@servicenow.com reply to on DL (test2@servicenow.com) over the outllook. So is it possible to create a new incident as a Reply along with watermark eg: Re: subject and body contains a watermark. So is it possible to create a new record as Re: subject and watermark becasue watermark functionality is to update a existing record.

Thanks,

Shashank Sharma