Automated email service requests and incidents

netengine01 · ‎01-09-2024

Can someone please share with me a link to documentation on the types of records that can be used in automated emails such as SR (service requests) IN (incidents)? I'm curious to see how this works and what other types of records I can enable or disable if not needed for automated emails incident / service request automated emails.

Dr Atul G- LNG · ‎01-10-2024

Hi @netengine01

This concept is called Inbound email action.

https://youtu.be/HJXm40VKrLA

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/concept/c_...

OOTB

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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View solution in original post

Dr Atul G- LNG · ‎01-10-2024

Hi @netengine01

The process is same either for INC or SR, table name changed only.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

View solution in original post

Dr Atul G- LNG · ‎01-10-2024

Hi @netengine01

This concept is called Inbound email action.

https://youtu.be/HJXm40VKrLA

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/concept/c_...

OOTB

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

netengine01 · ‎01-10-2024

Hi @Dr Atul G- LNG

Thank you very much for this as it was very helpful. Do you know if any of the actions allow for Service Request creation or SR updates? Thank you again for your time!

Dr Atul G- LNG · ‎01-10-2024

Hi @netengine01

The process is same either for INC or SR, table name changed only.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************