Populating custom field after re-opening closed incidents via the email inbound action "Update Incident (BP)"Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } After reopening a closed incident via the email inbound action "Update Incident (BP)", the new incident does not populate a custom field. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Zurich Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The new Incident().reopen(gr, email) in the out-of-the-box "Update Incident (BP)" inbound email action is located in the IncidentSNC script include, which is called by the Incident script include. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To set custom fields or add customisation, overwrite the Incident script include as below: 1. Navigate to System UI > Script Includes and open "IncidentSNC" Script Include 2. Copy the reopen method: reopen: function(gr, email) { if (!gr) return null; if (gr.state == IncidentState.RESOLVED) { // If the incident is Resolved gr.state = IncidentState.IN_PROGRESS; gr.incident_state = IncidentState.IN_PROGRESS; gr.work_notes = gs.getMessage("The caller did not feel that this issue was resolved"); gr.update(); return gr; } else if (gr.state == IncidentState.CLOSED) { // Create a duplicate incident if this one is Closed var duplicateIncId = this.clone(gr.sys_id); var gr2 = new GlideRecord("incident"); gr2.get(duplicateIncId); gr2.caller_id = email.from_sys_id; gr2.opened_by = email.from_sys_id; gr2.contact_type = "email"; gr2.state = IncidentState.IN_PROGRESS; gr2.incident_state = IncidentState.IN_PROGRESS; gr2.work_notes = gs.getMessage("The caller did not feel that the incident {0} was resolved", [gr.number+""]); gr2.update(); return gr2; } }, 3. Navigate to System UI > Script Includes and open "Incident" Script Include. 4. Paste the copied method into this script and apply the customisation: var Incident = Class.create(); Incident.prototype = Object.extendsObject(IncidentSNC, { initialize: function(incidentGr) { IncidentSNC.prototype.initialize.call(this, incidentGr); }, /***************Copy reopen method and apply custom changes****************/ reopen: function(gr, email) { if (!gr) return null; if (gr.state == IncidentState.RESOLVED) { // If the incident is Resolved gr.state = IncidentState.IN_PROGRESS; gr.incident_state = IncidentState.IN_PROGRESS; gr.work_notes = gs.getMessage("The caller did not feel that this issue was resolved"); gr.update(); return gr; } else if (gr.state == IncidentState.CLOSED) { // Create a duplicate incident if this one is Closed var duplicateIncId = this.clone(gr.sys_id); var gr2 = new GlideRecord("incident"); gr2.get(duplicateIncId); gr2.caller_id = email.from_sys_id; gr2.opened_by = email.from_sys_id; gr2.contact_type = "email"; gr2.state = IncidentState.IN_PROGRESS; gr2.incident_state = IncidentState.IN_PROGRESS; gr2.work_notes = gs.getMessage("The caller did not feel that the incident {0} was resolved", [gr.number+""]); gr2.update(); return gr2; } }, /*******************************/ type: 'Incident' }); Note: ServiceNow recommends against directly modifying "SNC" suffixed script includes, as they are read-only and modifications will be lost during upgrades. The recommended approach is to override specific functions in a corresponding non-SNC script include that extends the original. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Script includes and customization