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‎05-27-2024 06:35 AM
Hello ServiceNow Community,
I am working on setting up our ServiceNow instance to handle specific email requirements and need your guidance to ensure proper configuration. Here are the scenarios I need to address:
Scenario 1: Creating Incidents from Specific Email Addresses
- Objective: When users mails mail@example1.com or mail@example2.net, an Incident (INC) should be created automatically in ServiceNow.
Scenario 2: Setting "From" Address Based on User Location for Outbound Emails
- Objective: When users with Location = example1 receive an email from ServiceNow, the email should be sent from mail@example1.com.
- Objective: When users with Location = example2 receive an email from ServiceNow, the email should be sent from mail@example2.net.
Is it practically possible to do so? and if Yes, is there any approach I should be looking for or keep in mind.
- Inbound Email Actions to create incidents when emails are sent to the specified addresses.
- Outbound Email Notifications to ensure the correct "From" address is used based on the user’s location.
I would appreciate any scripts, best practices, or configuration tips that can help me achieve these requirements.
Thank you in advance for your assistance!
Solved! Go to Solution.
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‎05-27-2024 07:33 AM
for Scenario1 you can use inboud email action and it will simple inbound action.
for Scenario2 you can do it in two ways
- By creating multiple outbound emails https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/task/t_Spe...
- Or you can try mail script like this.
<mail_script>
email.setFrom("Display Name <some.address @ company.com>");
email.setReplyTo("Display Name <some.address @ company.com>");
</mail_script>​
Please mark my answer correct and helpful if this works for you.
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‎05-27-2024 07:33 AM
for Scenario1 you can use inboud email action and it will simple inbound action.
for Scenario2 you can do it in two ways
- By creating multiple outbound emails https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/task/t_Spe...
- Or you can try mail script like this.
<mail_script>
email.setFrom("Display Name <some.address @ company.com>");
email.setReplyTo("Display Name <some.address @ company.com>");
</mail_script>​
Please mark my answer correct and helpful if this works for you.