Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

[dianemiro]

Hi Everyone,

Can someone point me on the right direction on how to create a Service Request using inbound action? Here are the requirements.

- All emails sent to example@domain.com will create REQ, RITM and SCTASK automatically.
- Information for Request:

• Requested for is From (email)
• Short Description is Subject (email)
• Description is Email Body
• Opened by is From (email)

- Information for RITM:

• Request is Request generated from above.
• Requested for is From (email)
• Opened by is From (email)
• State is Open

- Information for SCTASK:

• Request Item is the Request Item generated from above
• Requested for is From (email)
• Assignment Group is Info Security
• Short Description is Subject (email)
• Description is Email Body

But before SCTASK will be created an approval workflow should be initiated.

Thank you in advance.
Diane

[Gerrity]

Hi Diane,

Yes I was able to figure out creation of requests via inbound email actions.  I can provide information on what I did if you're still interested.

Regards,

jason

[kjain]

Hi,

Can you please guide step by step. I am facing issue in creating one.

Thanks

[Jeff316]

Yes, your ServiceNow admin/developer should be able to do this.

Have them create a catalog item but don't publish it in your catalog, this is where you build all the workflow you want, then when the inbound email comes in, it will trigger/create the catalog item and the workflow will take it from there. There is no need to have the inbound action recreate all these records. All those are created and related by using a catalog item and workflow.