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

[Bhuvan]

@pdowney27 

Did you get a chance to review this as I believe the information provided should answer your question

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Thanks,

Bhuvan

[kaushal_snow]

Hi @pdowney27 ,

You can make an incoming email create an Incident by either forwarding the external address to a mailbox ServiceNow monitors or by letting ServiceNow poll that mailbox (IMAP is preferred), then create an Email Account in System Mailboxes >Email Accounts so the instance can receive maiL...

then, add an Inbound Email Action that targets the Incident table and set strict conditions (for example recipient contains your specific forwarded address) and mapping/ script to populate short_description, description, attachments and caller_id....please be sure to check for existing inbound Flows (they run before classic inbound actions) so you don’t get unexpected behavior,

Note: To protect against spam by using email address/domain filters or whitelisting and by scoping the inbound action to the intended recipient, check ServiceNow inbound attachment/body size properties (increase with care because encoding inflates size) and test thoroughly with real emails and different scenarios...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[M Iftikhar]

Hi @pdowney27 ,

To achieve this, you’ll need two configurations:

1. Forward emails from your external mailbox to the ServiceNow instance address (or set up IMAP for ServiceNow to poll the mailbox).

2. In ServiceNow, create an inbound email action or flow that targets the Incident table, mapping subject/body/attachments and applying recipient-based conditions to ensure only intended emails create incidents.

Thanks & Regards,
Muhammad Iftikhar

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