eMail Generate Incidents and automatically email to External RGs

[Adil N]

Hi All, 

After a bit of help to identify if the attached flow is possible and if so how. If it is not possible what would be the best solution i.e. what steps are possible and what alternatives would be suggested  

1 - External User Raises an incident via a portal which automatically generates an email to a mailbox 

2 - The mailbox forwards on the email to ServiceNow 

3 - ServiceNow automatically creates the incident with the details in the email

4 - ServiceNow assigns the incident to a Resolver Group (if the resolver Group is off tool, an email needs to be sent with the information) 

5 - The external RG (off tool) replies to the email with any updates / resolutions etc  

6 - the response is automatically added to the incident on ServiceNow and if Resolved resolution codes populated and state updated 

7 - End user is informed of resolution 

Thanks in advance 

Adil 

[Mark Manders]

This is all OOB functionality. Create an inbound email flow to create/update the tickets if the email is coming from that address.

The only unknown is your 3rd party portal (why not use the ServiceNow portal?). Can that portal handle recognizing what it needs to do with the email? Can the portal handle sending replies in a way ServiceNow will know where it is coming from.

From ServiceNow side: yes. No problem. The unknown is your portal and since it's unknown, it could end up being a 'no' to your question, but not because of ServiceNow.

[Adil N]

the 3rd Party portal needs to be used for externals as externals cannot access our instance without having our domain accounts. If the 3rd party portal generates an email that goes into an outlook mailbox (which is what is does now) is it possible to create a rule from outlook to auto forward these to ServiceNow - would that be possible? 

[Mark Manders]

Yes. In fact: that's the only way to go. Create the forward rule to ServiceNow and use the address where it's coming from as trigger for your inbound (flow) actions.