Case creation from inbound email actions

[Kavitha Mulka]

Hi,

Would like to configure case creation from email. seen OOB flow designer but i didnt get following things.

1. How can we process only specific email for case creation . Dont want to create case for all the email which are received.

2. If use the property for different email address in glide.cs.email.case_queue_address then how can we use that in flow designer and different email address which we added in the property, will that need exchange server configuration or any alternative.

3. How emails are going to be sent by users. Will they use virtual agent etc.,

Kindly help to provide answer ASAP.

[Christopher Sik]

@Kavitha Mulka Generally we setup email aliases for each inbound email action. For example each support team in our organization has an assigned email alias. Each team advertises their assigned alias to their customers. Customers then send messages to the email alias of the team they are seeking support from. All the email aliases redirect mail to the our main ServiceNow instance email address. A given inbound email action will look for messages sent to a specific email alias and create a case based on fields available in the email. We don't use any flows to process the resulting records further. From becomes the Caller (or guest if the email address is not recognized). Subject becomes the short description. The body becomes the description. And we set the assignment group based on the alias associated with it.

[Kavitha Mulka]

Thanks for the response Christopher. This configuration is for CSM. If we are creating case for the emails received to servicenow then cases will created for all email which we received irrespective of specific.

Emails alias will be assigned to their customers but if any outsiders where there is no contact in servicenow but still they want to submit the case, then how can we handle this. 

[Kavitha Mulka]

All the email aliases redirect mail to the our main ServiceNow instance email address. - how that can be forwarded to Servicenow instance. Kindly reply .

thanks in advance

[Amarjeet Pal · Accepted solution]

Hello @Kavitha Mulka 

If you have email aliases that redirect incoming emails to your main ServiceNow instance email address, you can configure your ServiceNow instance to process these emails and create cases or other records as needed.

To do this, you will need to set up an email account on your ServiceNow instance that is configured to receive incoming emails. You can then use Flow Designer or other scripting tools to create an inbound email action that listens for incoming emails on this account and creates new cases or other records based on the contents of the email.

You may also need to configure your mail server to forward incoming emails for specific aliases or domains to the email address associated with your ServiceNow instance. The exact steps for doing this will depend on the mail server software and configuration you are using.

Once everything is set up properly, any incoming emails that are forwarded to your main ServiceNow instance email address should be processed by your inbound email action and used to create new cases or other records in ServiceNow as needed.

Thanks

Amarjeet Pal