De Duplicating Emails

[Andrew Bilsdon]

I see this topic is popular so apologies for asking again.

Goal

• Sync Incident in our JSM with an Incident in Service Now

Constraint

• Do this using Automation Rules
• Avoid using other tools (Scriptrunner Connect)
• Avoid using APIs

Scenario

1. Client Sends email from Service Now indicating Incident (e.g INC123) is created
2. We create a new incident (e.g. INCXYZ)
3. Client Sends email from Service Now indicating Incident INC123 status is WIP
4. We update incident INCXYZ to have a WIP status
5. Client Sends email from Service Now indicating Incident INC123 status is On Hold.
6. We update incident INCXYZ to have a status of On Hold
7. Etc.

Thanks in advance, humour me :-)

Similar Ticket JSDCLOUD-2373

[Andrew Bilsdon]

Hi everyone, any thoughts?