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!

[stannow]

Can we send attachments to tickets via Postmaster ,Do we apply a script ?

[ben_hollifield]

Hey Stanis - By default, Postmaster will copy the attachments from an email to the record that is created, which probably meets your needs. (You can see where that happens in the 'Postmaster Email Router' Inbound Email Action). If you want to further customize, you can do work in the script within each Postmaster rule. Those scripts run in the same scope as the Inbound Action, so any APIs that work in an Inbound Action will also work in that script box.

[gbade]

Hi Ben,

Thanks for the Postmaster, it really does make our work just that bit easier.

I recently installed it on our instance and it works however "send" notifications are not working when postmaster is active.

I've tried using different email conditions but it just doesn't send.   email sending is enabled on the instance.

If i deactivate postmaster send notifications work.

Can you help pls, any ideas why this might be?

Thanks

Gbade

[ben_hollifield]

Hi Gbade,

I can think of no reason Postmaster should affect email sending. It only contains an Inbound action - nothing that should touch outgoing email. I'll be curious to hear if anyone else in the thread has seen anything similar - I haven't heard this issue from any other users.

I'm inclined to say that this would *not* be a Postmaster issue. However, if notifications work when Postmaster is disabled, that's hard to refute.

Sorry I don't have any ideas for you - I'll be interested to know if you figure out the culprit. 😕

[gbade]

Thanks for your quick response, will continue to troubleshoot.