Automatically converting Emails into Incidents

[#1]

Hello this is my first post so apologise for the newbie lack of knowledge.

I am administering service now for my service desk and currently wish to find an easy way to convert emails that come into our helpdesk mailbox to live tickets. I gather it is straight forward enough and would be very grateful for any pointers.

Many thanks

Andy

[vguihene]

Hi,

It is indeed pretty easy, have a look at http://wiki.service-now.com/index.php?title=Inbound_Email_Actions
It should help you big deal.

Regards

[#3]

Vincent

Many thanks for your reply, i currently have an inbound email action which is not active at this stage on my dev instance which i have copied below.
Is this the script i would look to amend accordingly?

Many thanks




Inbound Email ActionsUpdateDelete

Name:Create Incident

Active:(EMPTY)
From:(EMPTY)
Type:NEW
Target table:Incident (incident)
Condition:(EMPTY)

Script:
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;

var sid = gs.createUser(email.from);

current.caller_id = sid;
current.opened_by = sid;
current.category = "request";
current.incident_state = 1;
current.notify = 2;

if (email.body.assign != undefined)
current.assigned_to = email.body.assign;

if(email.importance != undefined)
if(email.importance == "High")
current.priority = 1;

if (email.body.priority != undefined)
current.priority = email.body.priority;

current.insert();

Update Delete