Create Case Ticket Via Email for Customer Service Module

[John Vo1]

Can someone help me with this.  I created an inbound for users in the customer service module to email in and it will create a case ticket.  But it's not working.

Email was received but it never created case ticket.  I see the target is blank and it should show case.

[Nick Simonelli1]

I don't know that it's the cause of your problem, but just as an FYI gs.createUser() has been deprecated for a long time, and the docs recommend not to use it: Inbound Email Action scripts no longer support the gs.createUser() method. Use either the automatically-generated email variables or the gs.GetUserID() method instead.
Source: https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/notification/reference/r_MatchingEmailToExistingUsers.html

Additionally, I would take a look at the docs on CSM email properties.

Customer Service Email Properties: https://docs.servicenow.com/bundle/helsinki-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceEmailProperties.html

Customer Service Email Channel: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceEmailCommunication.html

[The SN Nerd]

CSM has a number of Inbound Actions OOTB to create Cases from Emails. There is no need to create your own.

In a nutshell, the user's email must match one of a Consumer or Contact record, and the prefix must match what is configured in the System Property. The default prefix is Case.

So, leverage OOTB and:

1. Create a Contact record linked to the User account John Vo
2. Send an email to the instance with Case in the subject

[John Vo1]

Paul,

so I use this OOB one and it created the case ticket.  But contact type, assignment group and category didn't come through.  Can you look at my script and see what I need to update to have these come through?

[The SN Nerd]

• Typo on asignment group (should be assignment_group)
• Assignment group is a reference field. Needs to be set to the sys_id of "Payables" group
• For choice lists, you must set the field to the choice value, not display