Inbound email action from a specific domain rather than user

[Nabilah]

I need some guidance on creating an inbound email action with the following criteria:

• When an email is received from the domain: @Example.com

• With an email subject starting with: SN-APP-INC

It should create an Incident with these values:

• Assignment Group: Business Information

• Requester: 1st line of the email body

• Channel: Self-Service

• Service: BI

• Incident status: Assigned

• Priority: P5 - 5 working days

• System: 3rd line of the email body

• Resolution Service: BI

• Short Description: [the email subject]

• Description: [the email body]

The emails will be generated by an application in the following format (examples below). These are forwarded to ServiceNow, and the inbound action should raise the incident accordingly.

Example 1

From: John Doe
Sent: 09 May 2025 12:43
To: John Doe <John.Doe@example.com>
Subject: SN-APP-INC: EMP-MSC-PBI-001 – Employee Account Changes - John.Doe@example.com

JDoe1
EMP-MSC-PBI-001 – Employee Account Changes
Power BI Non Live
BI-CUS-TMP - Temporary Report Store - PUBLISHED
Power BI

Example 2

From: John Doe
Sent: 09 May 2025 13:41
To: John Doe <John.Doe@example.com>
Subject: SN-APP-INC: Target Test H2PWYNI - John.Doe@example.com

JDoe1
Target Test H2PWYNI
Microsoft Power BI
BI-CUS-TMP - Temporary Report Store - PUBLISHED
Power BI

How would i go about doing this??

[Dr Atul G- LNG]

Hi @Nabilah 

https://www.servicenow.com/community/itsm-forum/inbound-email-action-for-specific-domains/m-p/735169

https://www.servicenow.com/community/managed-service-provider-msp/make-domain-specific-inbound-email...

https://www.servicenow.com/community/itsm-forum/how-do-i-set-an-inbound-action-condition-for-from-em...

Try this way:

[Nabilah]

Hi @Dr Atul G- LNG this is what i have currently configured: 

actions:

However when testing the email is being ignored. Not sure what to do

[M Iftikhar]

Hi @Nabilah ,

To create an inbound email action in ServiceNow that meets your criteria, you would:

1. Navigate to System Policy > Email > Inbound Actions and create a new inbound action.

2. Set conditions:

   • From address contains the domain @example.com

   • Subject starts with SN-APP-INC

     

3. In the Script section, parse the email body to map fields. For example:

   • 1st line → Requester

   • 3rd line → System

   • Subject → Short Description

   • Body → Description

   

4. Save and test the inbound action by sending sample emails matching the format.

This approach allows automatic incident creation from emails matching the domain and subject prefix, with field values derived as per your requirements.

For detailed guidance, refer to ServiceNow docs on inbound email actions and scripting:
Inbound Email Actions Guide

Useful References:

• Incident Creation via Email / Inbound Action (ServiceNow Community)

• Inbound Email Actions (ServiceNow Docs – Yokohama)

• Video example: How to configure Inbound Email Actions in ServiceNow

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[Nabilah]

Hi @M Iftikhar please see my screenshots below. I am not able to input the domain in the from field and I do not have a script section. It is a business rule