Create incident from shared mailbox

[Adam2]

Hello Everyone,

In my organization we have requirement that users should be able to send email on internal shared mailbox and this mailbox will forward emails to myinstance@service-now.com than using inbound rules it will create incident.

Something like any user in organization send email to: IT.Service@myorganization.org -> it is forwarded to -> myinstance@service-now.com

Unfortunately my email ended up in junk because: Sender 'IT.Service@myorganization.org' is not trusted, bypassing script 'Update Approval Request'. I don't want to create user for shared mailbox and would like to parse email body in inbound action to get real sender. I found community topic to add myorganization.org to glide.user.trusted_domain or change it to *, but it is used for users creation.

Do you have maybe idea how this scenario can be archived?

Thank you.

Best regards,
Adam

[johnfeist · Accepted solution]

Hi Adam,

What software does your organization use to manage email?  We are using Office 365 and have used it to successfully forward emails to ServiceNow for several years.  You might check settings so that when email is forwarded, it forwards with the original sender (from) and not the shared mailbox.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

[Adam2]

Thank you John, I was just able to test this approach and this is perfect solution!

Best regards,
Adam