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ServiceNow Cookbook by Ashish Rudra Srivastava

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Inbound e-mail action - reply

Replies to inbound e-mail actions are primarily for updating support tickets, such as incident tasks, problem tasks, and change tasks. For processing an e-mail that begins with Reply prefixes, a new inbound e-mail action should be created with the Reply type so that the Service-Now mailbox can take appropriate action for the incoming (replied) e-mail. For instance, if a support group member is replying on a supporting ticket, then comments will be updated as additional comments in the Service-Now.

Getting ready

To step through this recipe, you should have an active Service-Now instance, valid credentials, and the admin role.

How to do it…

  1. Open any standard web browser and type the instance Web address.
  2. Log in to the Service-Now instance ...

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