Configure Ticket creation through REST API Method

[Jagadish10]

Hello All,

I'm trying to achieve ticket creation through emails from external address to ServiceNow through REST API Method.

Explanation: When an email is sent to ServiceNow, it should automatically create a ticket and capture the user info using the "FROM" address field. Most of the details should be captured in the incident or request form and also the ticket should be routed to the assignment group based on the CI mentioned in the email body.
Please advise.

Regards

Jagadish

[Dave Smith1]

But, my lead's are keen in adapting REST API for this purpose

I would question why they're process-focused and not goal-orientated.

If the desired outcome is to raise an incident upon sending an email, inbound actions are perfectly setup for this purpose.   Creating an over-engineered solution is going to be more expensive in terms of short-term effort and longer-term maintenance, and I couldn't justify the additional cost when I know there's a more direct and simpler path to the results I want, so I'm not sure why (a) they've taken that decision and (b) what business case they built for it.

So here, we have to build the script on the exchange server and then trigger a REST API call to our instance is it ?

Pretty much.   I don't know enough about Exchange (I use PostFix) - I'm sure PowerShell could be used for this - and I'd hazard a guess that nobody's built a connector for this purpose since it's highly unnecessary, but that would be your ways forwards.

Assuming we would be configuring this, what are the additional maintenance that we need to take care of considering long run ?

1. initial design - trying to map email content into incident field records.   Although this will be needed anyway for inbound email actions, you won't have the SN toolset to help you, it'll all have to be done by hand.
2. the additional overhead of testing both mail server API script to platform, then email to mail server - every additional layer introduced increases the number of connection point tests and also creates another potential for failure.   LEAN (6 Sigma) would look at reducing complexity where possible to eradicate potential for failure and improve overall service quality.
3. support of an inhouse-solution would fall upon your own staff.   So if it stops working, there's no contacting ServiceNow customer support - your staff need to deal with it.   Which means change control, testing etc each time there's changes either in your sending system or the receiving platform, and maintaining good documentation and in-house expertise for supporting some bespoke system... nobody outside the organisation could help without costly consultant fees for initial analysis.

It can be done - but if I want a sandwich made I don't expect leads to begin discussing different bread recipes when there's a baker nearby where I could obtain a loaf quickly and cheaply.

[Jagadish10]

Hi Dave,

Sorry for the late reply. Had many other issues coming up at the same time.
It seems the cons are more than the pros. The intention of using REST API is to process unstructured emails.

This plan is still in pipeline. I also discussed about the constraints with my lead. So for now, this has been kept on hold.

Thanks for the support and the time you have put in, in helping me understand the whole concept.

Meanwhile, I did also go through some of the available options online and grabbed some knowledge about REST API.

Looking forward to implement this.

Regards

Jagadish

[Dave Smith1]

It seems the cons are more than the pros. The intention of using REST API is to process unstructured emails.

That's still a viable option, but perhaps trying to impose some structure upon them could be easier than dealing with the wide variation in unstructured content.

This plan is still in pipeline. I also discussed about the constraints with my lead. So for now, this has been kept on hold.
Thanks for the support and the time you have put in, in helping me understand the whole concept.

You're welcome.   Good luck with your endeavours, and I'd caution against getting preoccupied with a particular journey instead of concentrating upon the destination.

[Jagadish10]

Hello Dave

Hope you are doing well.

The idea of implementing the solution using REST API is still ON. The administration team is keen in finding an alternative to the inbound actions in place.

Flow1:   Email is sent to shared mailbox -----> Process the incoming email using REST API -----> Then map the information from the email to ServiceNow fields using API Call.

OR

Flow2: Email is sent to ServiceNow address ----> Process the email using REST API -----> Create an incident record.

Using either of the flows is okay. The motive is to arrive at a solution.

Your inputs and guidance would help me drive to the desired solution.

Thanks

Jagadish