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??

[M Iftikhar]

Your script logic is fine, but two small issues are preventing values from populating:

1. Caller (Requestor): Use current.setValue('caller_id', u.sys_id); instead of current.caller_id = u.sys_id;.

2. System: You’re assigning to category; it should be current.setValue('u_system', systemValue);.

That should resolve it.

[SunilKumar_P]

Hi @Nabilah Can you try the conditions Headers contains @Example.com AND Subject starts with SN-APP-INC