Create a case from inbound email action

[Balaji Munusamy]

@Ankur Bawiskar  @Sandeep Dutta @

Hemant Kumar Ch

Scenario:

If Customer sends an email to xyz@servicenowdevelopers.com it should automatically create a case and route to Agent Workspace for Agents to work on that case.

Can anyone assist on this one? 

[Tony Chatfield1]

Hi, this is normally achieved via an 'Inbound action'
Inbound email actions (servicenow.com)

Your inbound action configuration will be specific to your (triggering) email message\payload and your instance data\configuration.

Your first step should be to review the documentation, then the OOB examples in a dev instance or PDI,
you will want the 'new' type inbound actions.

/sysevent_in_email_action_list.do?sysparm_query=type%3Dnew&sysparm_view=

[Jabbar Nurbash]

• Navigate to Customer Service > Administration > Channels
• create New
• field in the fields as appropriate
• Submit
• Navigate to customer service > Administration > properties
• In the Email subject prefix format for new case field, enter the prefix, default prefix is Case
• Save

• Creating rules for incoming emails that create and assign cases

• Navigate to Customer Service > Flow Designer > Inbound Email Flows
• Select a default flow. The available flows are:
• Click the Inbound Email trigger
• Modify the default email filter conditions or select New Criteria to add conditions
• Select a table in the Reply Record Type field
• Done
• Click an existing action and expand it.
• Provide information for the action or click + to add a new action, flow logic, or subflow.
• Click Done.
• Verify the email flow and modify it if necessary.
• Click Save.
• Click Activate.
• Email flow will activated.

[Sohail Khilji]

@Balaji Munusamy ,

There is already an OOTB inbound to case you can refer that to create your own...