Email Forwarding to ServiceNow Incident

[pdowney27]

Hi Everyone,

I would like to set it up so that when a certain email address receives a message, it forwards to my ServiceNow instance and creates an incident. How do I make that happen?

Patrick

[SP22]

Hello @pdowney27,

https://www.servicenow.com/community/itsm-forum/how-to-create-an-incident-when-email-is-received-int....

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks
Santosh.P

[Bert_c1]

for the first part, seems that is a function of your email client. for the second part, see SP22's suggestion, also:

https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/notification...

[RaghavSh]

This has to be done in 2 parts. 1st your organisation’s email exchange team will forward the emails to ServiceNow instance..

Once received in instance, you can easily created an inbound flow action to create an incident. The trigger of flow can be something like “recipients contains <email_address>”

[Bhuvan]

@pdowney27 

Configure your mailbox to redirect all messages to ServiceNow mailbox

Use Inbound email action or Inbound email flow to create incidents and both options are available out of box in the system. By default, inbound email action is active and can be disabled and Flow can be created if needed.

Refer below links for more information,

https://developer.servicenow.com/dev.do#!/learn/courses/zurich/app_store_learnv2_flowdesigner_zurich...

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/notification/c...

https://www.servicenow.com/docs/bundle/zurich-build-workflows/page/administer/flow-designer/task/cre...

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan