Email ingestion: How to have emails for multiple Departments/Applications get actions appropriately?

[Shawn Horley]

Greetings Folks.

We are bringing other Business Units into oru ServiceNow instance. Our Facilities dept is going live with the Nuvolo application next week and our e-mail ingestion is still not figured out.

I am trying to figure out A: How to get emails coming into the instance that are intended for the facilities dept.

Then B: How to get that email to generate a Workorder in the Nuvolo application rather than a New Call in the Service Desk application.

Our New Calls are simply emails set to our Help Desk mailbox are also sent to the ServiceNow instance and create new Calls. The inbound email actions for that were fairly straight-forward.

My challenge is how do I get emails sent to the facilities mailbox to come into servicenow and get ingested to the Nuvolo app rather than the Service Desk app?

Nuvolo themselves had crafted an inbound email action but it did not work as they had expected it would...

I can't have the Facilities desk auto-forward the messages to SN because then all the workorders will be from the Facilities desk rather than the person reporting the issue.

Any suggestions on how to make this work?

We also have our HR dept (and then have 9 different mailboxes) and our Finance dept coming onto the instance within the next 2-3 months so I need to find a universal solution... 

All advice is appreciated!

Cheers

A.

[Uncle Rob]

So is the idea that user emails facilities@yourcompany.com and you want that to process on the ServiceNow side as a "facilities ticket"?

[Shawn Horley]

Exactly right Robert!

[TrevorK]

How we initially setup handling multiple email addresses is simple. We had a single "New" rule that had a giant "if / else if" structure inside similar to this:

if (email.direct.toLowerCase().indexOf('myemail@myemail.com') != -1 || email.copied.toLowerCase.indexOf('myemail@myemail.com') {
....
}
else if (email.direct.toLowerCase().indexOf('another_one@myemail.com') != -1 || email.copied.toLowerCase.indexOf('another_one@myemail.com') {
....
}
else {
// This is our "catch all" and handles anything not specified above OR was BCC'ed
...
}

Now why we chose to use "indexOf" instead of a straight comparison I am unsure as that's how our consultant set it up many, many, many years ago.

We still use the above for most of the incoming messages but now we also use additional Inbound Email Actions that run for type of "New". These just have the condition similar to below and use an "Order" field that is greater than the above set of rules. We use "Stop Processing" to stop it once it's processed.

email.origemail.toLowerCase() == "facilities@my_email.com"

We use Office365 and we setup "Mailbox Forwarding". You'll notice in the above we are looking for who the message was sent to (our generic mailbox). It maintains who sent it and logs the call under them.

Hope that helps!

[Uncle Rob]

Basically this.  All it takes is for your email team to send stuff destined for facilities@yourcompany.com to ALSO go to yourcompany@ServiceNow.com.