Email Routing Made Easy w/ Postmaster

[ben_hollifield]

Routing inbound email is one of those things that should be easy in ServiceNow, but somehow it never is.

Any ServiceNow admin living in a world where email is still a means of ticket creation has had the same requests:

• "Can emails to 'fieldsecurity@acme.com' be routed directly to the Field Security group in ServiceNow?"
• "Can emails from 'event_generator@acme.com' be auto-categorized and automatically resolved?"
• "Can the emails to my group automatically generate catalog requests instead of incidents?"

These are all perfectly reasonable requests and, given how easy most things are in ServiceNow, they should be perfectly doable. However, spend a few hours navigating inbound email actions, debugging your javascript , checking for inbound actions conflicts, and (most fun) ensuring catalog items are generated correctly, and you shan't have much hair left. If you finally do get it right, you then have to schedule a change window to promote the new code from dev to test to production.

Stop the madness!

To sidestep all of this inconvenience, I built an app called Postmaster that takes the code out of email routing and brings configuration into point-and-click routing rules that can be added/edited/removed right in your production environment. This removes (most) human error from the equation and adds agility to the process of rolling out new email routing rules. This solution is something that I implement at every customer where I deploy ServiceNow, but could never distribute widely. Now, thanks to the magic of ServiceNow Share, I can share this with all of you!

Check out the demo video below to see how it works, and visit Postmaster Email Routing on Share if you'd like to try it out in your environment.

For the latest supported release, visit Postmaster Email Routing on the ServiceNow Store

Enjoy!

[joshsutton]

Hi Ben,

I find this to be a very good tool and would love to start using it.   However, we are on Fuji now and it doesn't seem to be working, unless I am doing something wrong.   I downloaded it from Share and imported the update set, but the app doesn't seem to be in my instance.   Can you confirm if the tool works in Fuji, if there is anything I am missing, or if there is a plan to make it work in Fuji?

Any assistance is greatly appreciated.

Thanks,

Josh Sutton

[ben_hollifield]

Hey Josh - Postmaster is currently being used in a number of Fuji instances with no modifications. Did you preview/commit the update set after importing it?

[joshsutton]

That would seem to be the issue… Apologies, this is my first go round with importing anything externally from an update set.

Thanks for the guidance on this.

Joshua Sutton

[DB1]

Hi Ben,

Could you please share the source file for installing the Postmaster as I am not able to access the above link shared.

Page Error : 404 " is the error I recieve when I try to

access https://share.servicenow.com/app.do#/detailV2/b530e3dd2bd02100bc401d2be8da1531/overview

Thanks,

Bhavani