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.

[Kavitha Mulka]

your mail server to forward incoming emails for specific aliases or domains to the email address associated with your ServiceNow instance. - Is it within our(service-now) scope means as service now developer, do we need to this or will exchange team can handle this.

[Amarjeet Pal]

Hello @Kavitha Mulka 

Configuring your mail server to forward incoming emails to your ServiceNow instance email address is typically handled by the IT or email team rather than ServiceNow developers. However, setting up the inbound email action in ServiceNow to process these incoming emails and create cases or other records would be within the scope of a ServiceNow developer's responsibilities. It's important to work closely with your IT or email team to ensure that all necessary configurations are in place and that the overall solution is reliable and secure.

Thanks for marking my response correct , please mark helpful too for my responses if it helped you.

Thanks

Amarjeet Pal

[Amarjeet Pal]

Hello @Kavitha Mulka 

If you want to limit the creation of cases from emails to specific senders or email addresses, you can use filters or conditions in your inbound email action that check for specific criteria like sender address, subject line, or body content. This can help ensure that only authorized contacts or customers are able to create cases via email.

Regarding your question about outsiders submitting cases via email, one option is to set up a dedicated email alias for these types of requests that is not associated with any existing contacts or customers in ServiceNow. You can then configure an inbound email action specifically for this alias that creates new cases from incoming emails. Alternatively, you could also set up a web form on your website or portal that allows outsiders to submit requests directly into ServiceNow without requiring an existing contact record.

Thanks

Amarjeet Pal

[Christopher Sik]

Email aliases should be assigned to the support teams in your organization. Then those aliases can be shared as appropriate with your customer/personas. So you could have an alias that appears on your website or portal page for outside customers. Or a webform that points to that alias (All things @Amarjeet Pal  suggested quite eloquently.) If you are going the portal route, you could even forgo the inbound email action and create a public catalog item that outside customers could use to submit a case. Questions posed in the catalog item form to customers could help route the ticket to the correct team.

[Christopher Sik]

Hi @Kavitha Mulka 

I can speak to questions 1 and 3.

1) The inbound email action is where you would define the conditions by which a case gets created. Basically you would use condition statements in the inbound action record to look for any inbound emails sent to a specific address and create a case based on it whenever that condition is met.

3) Users would send the email to the alias you setup using any email platform they choose. They would not need to use virtual agent at all.  And if your customers are already going to a virtual agent session, you probably want to use those sessions to either direct users to a catalog item to submit a ticket or collect information from them which could be used to generate a ticket directly. Inbound email actions would not be needed in either of these scenarios.