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

[pdowney27]

Hi Santosh,

Sorry for the delay, I'm just getting around to looking into this now. The instructions on that page seem to be for internal users on the ServiceNow instance to submit an incident. Sorry if I wasn't clear, but what I mean is any random person with a normal email (like a customer/client of the company that uses ServiceNow) to send an email to a certain address, and have the receiving email address forward the email to ServiceNow to create an incident. Then the vendor can exchange back and forth emails with the client using ServiceNow instead of the email address itself.

Patrick

[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>”