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How to send acknowledgement email to user (client) that case is created

srikanth_105
Tera Contributor

56m ago

I have created a flow in flow designer in CSM for the scenario 'When an email is received from any client email (ex: client1@test.com) to the servicenow mailbox (snow1@test.com) , it should create the case in Cases table'. 

 

Question: After the case is created, an acknowledgement email should be sent to the client (client1@test.com) from the servicenow mailbox (snow1@test.com). The acknowledgement should consists of standard organization's branding and the standard template. 

 

Kindly help with the steps (using flow designer and the Email notifications).

The solution should work dynamically for multiple client emails and multiple mail boxes. For example,  if an email is received from (ex: client2@test.com) to the servicenow mailbox (snow2@test.com) and the case is created in cases table, it should send acknowledgement from snow2@test.com to client2@test.com and if it's from client3@test.com to snow3@test.com then acknowledgement should go from snow3@test.com to client3@test.com so on.

 

 

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Suryansh Verma
Mega Sage

29m ago

@srikanth_105 

 

 

I would keep the Case creation in your Inbound Email Flow, but use an event-based Email Notification for the acknowledgement rather than constructing the complete email with the Flow Designer Send Email action.

From the inbound Email trigger, capture:

 

Sender / From      → client email
Recipient / To     → ServiceNow mailbox that received the email

 

After creating the Case, fire a custom event, for example:

 

Event: x_company.case.acknowledgement
Record: newly created Case
Parm1: client email address
Parm2: receiving ServiceNow mailbox

 

Configure a notification on sn_customerservice_case with Send when = Event is fired and enable Event parm 1 contains recipient. This dynamically sends the acknowledgement to the external client's email address.

Apply your organization's normal Email Template/branding to that Notification.

For the sender address, add a Notification Email Script:

 

(function runMailScript(current, template, email, email_action, event) {

    var sourceMailbox = String(event.parm2 || '').trim();

    if (sourceMailbox) {
        email.setFrom(sourceMailbox);
        email.setReplyTo(sourceMailbox);
    }

})(current, template, email, email_action, event);

setFrom() and setReplyTo() are supported on GlideEmailOutbound.

I would not use the raw inbound recipient directly in production. Maintain a whitelist/mapping of supported incoming mailbox → outbound From address and only pass an approved sender address to the event.

This gives you:

 

client1@test.com → snow1@test.com
     Case created
snow1@test.com → client1@test.com

client2@test.com → snow2@test.com
     Case created
snow2@test.com → client2@test.com

 

One additional consideration: ServiceNow supports alternate From addresses, but standard outbound email still uses one active SMTP account. Therefore your SMTP relay must permit ServiceNow to send as snow1@test.com, snow2@test.com, etc. If each mailbox requires a completely different SMTP authentication/account, you would need an external mail relay/API design rather than dynamically selecting multiple ServiceNow SMTP accounts.

 

If my response helped, please mark it as correct and close the thread, this helps future readers find the solution faster!!!

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