Create incident from inbound email action

[bharath thota]

Hi Team,

Please help me on the below points which we have received requirement from client.

1.How to create incident automatically when we receive application failure/outage email to shared email box or to particular domain?

2.Can we send multiple emails from one inbound email actions when we have 100+ applications(with different email subjects)?

Thanks,

Bharath

[Sohail Khilji]

Hi @bharath thota ,

To automatically create incidents in ServiceNow from incoming emails, set up an inbound email action with conditions matching the email criteria, and configure it to create an incident using email details and setting domani.

For sending multiple emails in response, use a Script Include to handle custom logic and notifications, or create multiple notification records desinged to each application. you can make sure of mail script and templates to attain this.

[Dr Atul G- LNG · Accepted solution]

Hi @bharath thota 

1. How to create an incident automatically when we receive an application failure/outage email to a shared email box or particular domain?

Atul: This is a very critical point. I can sense that you are referring to these emails you received from different vendors. In this case, 1st please check if all vendors using the same format email or not. You might to define a standard format. You can use the Inbound email action.

2. Can we send multiple emails from one inbound email action when we have 100+ applications(with different email subjects)?

Atul: No, but you can use the Targeted communication module to send emails to bulk. 

[bharath thota]

Thanks for the solution Atul