{"id":2403,"date":"2015-07-06T14:49:47","date_gmt":"2015-07-06T14:49:47","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/servicemanagement\/?p=2403"},"modified":"2015-07-06T14:51:10","modified_gmt":"2015-07-06T14:51:10","slug":"inbound-actions","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/servicemanagement\/2015\/07\/06\/inbound-actions\/","title":{"rendered":"Inbound Actions"},"content":{"rendered":"<p>A major update has been implemented that addresses the behaviour of emails when they arrive in ServiceNow. \u00a0This addresses some of the undesired behaviour (e.g. FWD: emails) and is intended to improve some behaviour to reduce the overheads on teams by targeting things such as ticket duplications.<\/p>\n<p>Below is a summary of these changes, including the previous behaviour for comparison:<\/p>\n<table border=\"solid\">\n<tbody>\n<tr>\n<td width=\"727\"><strong>New\u00a0Behaviour<\/strong><\/td>\n<td width=\"756\"><strong>Previous\u00a0Behaviour<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"727\">All emails to ServiceNow with no reference to existing ticket to create New Call<\/td>\n<td width=\"756\">All emails create a Call except FW:\/FWD: (New Incident)<\/td>\n<\/tr>\n<tr>\n<td width=\"727\">All emails referencing existing Active tickets are attached to the ticket as updates<\/td>\n<td width=\"756\">Emails prefixed RE: update existing ticket.\u00a0 Emails prefixed FW:\/FWD: (New Incident) or no prefix (New Call) do not.<\/td>\n<\/tr>\n<tr>\n<td width=\"727\">Emails to on hold tickets should update the ticket and not take it off hold (unless email is from Caller and not Out Of Offices (OOOs))<\/td>\n<td width=\"756\">All emails to on hold tickets take the ticket off hold<\/td>\n<\/tr>\n<tr>\n<td width=\"727\">Emails to Resolved tickets should update ticket (apart from \u201cRe-Open\u201d request)<\/td>\n<td width=\"756\">As desired (apart from FW:\/FWD: emails)<\/td>\n<\/tr>\n<tr>\n<td width=\"727\">Emails to Closed tickets should create new call for triage (apart from \u201cRe-Open\u201d request)<\/td>\n<td width=\"756\">As desired (apart from FW:\/FWD: emails)<\/td>\n<\/tr>\n<tr>\n<td width=\"727\">OOOs should be ignored unless they are received from the Caller (Update ticket)<\/td>\n<td width=\"756\">OOOs are mostly treated as new emails\/replies (i.e. create new Call\/Incident and update existing tickets)<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div id=\"themify_builder_content-2403\" data-postid=\"2403\" class=\"themify_builder_content themify_builder_content-2403 themify_builder themify_builder_front\">\n\t\t<\/div>\n<!-- \/themify_builder_content -->","protected":false},"excerpt":{"rendered":"<p>A major update has been implemented that addresses the behaviour of emails when they arrive in ServiceNow. \u00a0This addresses some of the undesired behaviour (e.g. FWD: emails) and is intended to improve some behaviour to reduce the overheads on teams by targeting things such as ticket duplications. Below is a summary of these changes, including [&hellip;]<\/p>\n","protected":false},"author":97582,"featured_media":2405,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1019151,1019153,1003202,11834],"tags":[],"class_list":["post-2403","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-improvements","category-incident","category-servicenow","category-usability","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/2403","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/97582"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=2403"}],"version-history":[{"count":4,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/2403\/revisions"}],"predecessor-version":[{"id":2409,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/2403\/revisions\/2409"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media\/2405"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=2403"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=2403"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=2403"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}