Configuring Email Inbound and Outbound Actions Notifications Based on User Location

[RG52]

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.

1. Inbound Email Actions to create incidents when emails are sent to the specified addresses.
2. 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!

[Gangadhar Ravi · Accepted solution]

for Scenario1 you can use inboud email action and it will simple inbound action.

for Scenario2 you can do it in two ways

1. By creating multiple outbound emails https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/task/t_Spe...
2. 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.