Converting email into service request

[XYZ]

Hello Experts,

There is a requirement to convert certain type of emails received by  a DL group into service now request.Couple of things I observed:-

1)The mail is not received by service now .Not sure , how can it be converted into service now ticket?Kindly suggest me the possibiities.

2)How requestor details can be appended in the ticket?? in our current SR template we have requested by, requested for, description and task is assigned to help desk team and they do the assignment

3)As per their ask, any emails pertaining to those subscription alert should be assigned to XYZ team.

Thanks,

Sajal

[Dr Atul G- LNG]

Hi @XYZ 

1)The mail is not received by service now .Not sure , how can it be converted into service now ticket?Kindly suggest me the possibiities.

Atul: To receive email in SN, you need to redirect that email to SN email box , and then from there you need to create a Inbound Action on REQ table to create request.

2)How requestor details can be appended in the ticket?? in our current SR template we have requested by, requested for, description and task is assigned to help desk team and they do the assignment

Atul: This all you can set via Inbound action in to template. You might need to do some code for this.

3)As per their ask, any emails pertaining to those subscription alert should be assigned to XYZ team

Atul: Create the assignment rule and from there assign the RITM to those groups.

[XYZ]

Hello @Dr Atul G- LNG ,

Thanks.The sender of those alerts will be coming from microsoft azure id(azure-noreply@microsoft.com).Please help me how we can achieve the same though some script???

2)We don't have the requestor details for those alerts ,what will be the best way to incorporate requestor details in the ticket?

Thanks!

[Dr Atul G- LNG]

Hi @XYZ 

Please create a user for this email id in SN and then use In Inbound action, you can mention the email

Please check OOTB Inbound action.

Once you create use in SN, then you can use that information in incident.

[ShubhamGarg]

Hello @XYZ ,

You can create an Inbound email action or Inbound Email flows to fulfiul this requirement.
Make sure sender email should be recognized in ServiceNow (e.g. user record)
You should also define a receiver mailbox

Action, field mapping and even assignment group can be easily configured using drop down fields.

Click above Hyperlinks to get step-by-step guide.

Kindly mark this as Accepted Solution/Helpful if above info. helps in any way and help in closing this thread.
Regards,
Shubham