Email to case

siddharth26 · ‎10-10-2023

Hi All,

i Need a case to be created in the case table when i send an email to servicenow , once user sends an email example email zxy@example.com

the case should be created in servicenow.

could you please suggest how can we achieve this in service now.

thanks

Sid

Shane J · ‎10-10-2023

Inbound Email Action specific to the Case table. Probably looks similar to the OOTB for Incident.

Danish Bhairag2 · ‎10-10-2023

### 1. Create an Inbound Email Action:

1. **Navigate to:** System Policy > Inbound Email > Inbound Actions.

2. **Create a new Inbound Action:**

- **Name:** Give it a descriptive name (e.g., Create Case from Email).

- **Set the Criteria:** Define criteria that match the emails you want to process (e.g., sender email is zxy@example.com).

- **Configure Action:**

- **Action Type:** "Create a New Record."

- **Table:** Choose "Case" or the table where you want to create a new record.

- **Mapping:** Map email fields to the corresponding fields in the Case table (e.g., Subject, Body, etc.).

- **Script:** Optionally, you can include a script to customize the behavior further.

### 2. Test the Configuration:

Send an email to zxy@example.com and verify if it creates a new case in ServiceNow based on the configuration you set up.

Mark my answer helpful & accepted if it helps you resolve your issue.

Thanks,

Danish

siddharth26 · ‎10-13-2023

HI Danish,

can i test this in my PDI as emails send and receive is been disabled in PDI

i have enabled it by the properties but when i send an email case is not been created in my PDI instance

thanks