Creating and Updating Incident using DLs

[Amit Dungriyal]

Could email from multiple DL possible to create and update incidents? like instead of instance email id, users send email to different DL to update tickets on ServiceNow.

[Punit S]

Yes, it is possible to configure ServiceNow to create and update incidents from emails sent to multiple distribution lists (DLs) instead of a specific instance email ID but I would least recommend this method. This feature is known as "email integration" in ServiceNow. Here's an outline of the steps involved:

1. Set up email routing: Configure your email server or email service provider to route incoming emails from the desired DLs to a dedicated email address or mailbox. This can typically be done through email routing rules or configurations specific to your email system.

2. Configure email properties in ServiceNow: In ServiceNow, navigate to "System Properties" -> "Email Properties". Configure the following properties:

   • Set the "Inbound Email Action" to "Create new" or "Update" depending on whether you want to create new incidents or update existing incidents.
   • Set the "Inbound Email Address" to the dedicated email address or mailbox where the DL emails will be received.
   • Configure other email properties as per your requirements.

3. Configure email parsing and mapping: Use ServiceNow's Email Parsing and Inbound Actions capabilities to parse the incoming emails and map the email fields to incident fields. You can define parsing rules, script includes, or business rules to extract relevant information from the email body, subject, or headers, and map them to the corresponding incident fields.

4. Define email notification and collaboration: Set up email notifications and collaboration features in ServiceNow to send notifications to relevant users or groups when incidents are created or updated via email. This ensures that the appropriate stakeholders are kept informed about the ticket updates.

5. Test and validate: Test the email integration by sending emails to the configured DLs and verifying that incidents are being created or updated in ServiceNow based on the email content.

By following these steps, you can configure ServiceNow to create and update incidents from emails sent to multiple DLs, allowing users to interact with the ticketing system through their preferred communication channels.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

[poojaagrawal]

Hi @Punit S , 

 I have a similar query. Could I get a relatable video or something similar? That would be really helpful.