As you may be aware, there is currently an issue related to adding comments to a ServiceNow ticket through the reply by email option. Following an update to ServiceNow on July 19, when a user emails a reply to a ticket instead of using the embedded “Add a comment” action button, the comments are lost and not added to the ticket. To add comments, you MUST use the action button otherwise the information is not saved to the ticket. The reply by email option is no longer functional, this is noted at the top of every email ticket.
If you have submitted a ticket in ServiceNow and haven’t received feedback since adding comments by email, we recommend that you go back to the original email ticket and use the “Add a comment” action button to add comments. For users with tickets assigned to them, please check-in with your clients to ensure no comments were lost.
We are aware that users are accustomed to the response by email option. We are currently working on various solutions and hope to implement a solution shortly.