How to re-send email from SNOW on the same email chain

[Saurav Bhardwa2]

Hello,

We have a requirement that when an incident is in a closed state and a user replies to the same email chain associated with that incident, an automated email should be triggered from ServiceNow. This email should notify the user and everyone on that email chain that the incident is closed and instruct them to create a new email.

So far, I have created a notification and an event that triggers the notification. I have also set up inbound email on reply, which is triggering the notification. However, I am unable to send that email on the same email chain.

Is there a unique identifier in the email logs of the received emails that I can use?

[Community Alums]

Maybe you can try using the inbound email trigger in flow designer and be able to pull the target incident record the email is replying to. From there in actions you can send a notification/email that would target that incident record.  You can specify the recipients in that email using the recipient attributes from the inbound email data.

[Saurav Bhardwa2]

Hello @Community Alums ,

Thanks for the suggestion, but it will not reply on the same email chain, right?

[Community Alums]

Well if you're able to get all the recipients from the inbound trigger then you can send your new notification to the same recipients in your notification.  You can also pull the contents of the email into the body of the notification so it will act like replying to an email chain. When I mean notification I mean the send email action in flow designer 

[Sohail Khilji]

Hi @Saurav Bhardwa2 ,

the logic show in the below post will help you attain your requirement, in your case you need to do it for reply email 

https://www.servicenow.com/community/itsm-forum/email-inbound-action-incident-closed/m-p/784395