Email to Ticket Configuration

[salu]

Hello,

We are going to configure Email to Ticket Configuration.

We need to do it for each team.

In the future also,they need to set up the email to ticket configuration.

In one table we need to have a address of the mail box,keywords,Ticket type ,assignment group.

Based on these values which we set up,ticket need to be created.

For example;

Mailbox: servicedesk@xyz.com

Keywords: Linux Server

Ticket Type :Service Request

Assignment group :Linux team

When a user send email to servicedesk@xyz.com and subject line they put Linux Server.Automatically a Service request needs to triggered and it get assigned to Linux Team..

Can anyone let me know how to start with and where I need to make the configuration.

Thanks

Saranya

[Mujtaba Amin Bh]

This can easily be done by Inbound Email Actions - ServiceNow Wiki

[Shishir Srivast]

Please check the OOTB inbound action (create incident), which will give an idea to achieve your requirement.

[arnabwa]

Hi Saranya,

Very important and basic requirement. Here is what you do :

1. Goto System Policy >> Inbound Actions >> Click on "New" button >> Fill up the form (We are actually creating a new Inbound Email Action)

2. Type name in the "Name" field >> Select the Target table where you intend to create the ticket via the incoming email. >> Select "Action Type" as Record Action.

3. in the "When to run" tab select "Type" as New. In the "Condition" field write this line : email.subject.toLowerCase().indexOf("linux server") > -1     This condition will ensure only this Inbound action is triggered ant not any other. You can give any unique condition using && or || operators.

4. in the "Actions" tab now write the script as :

                          if(email.origemail.toLowerCase().indexOf("servicedesk@xyz.com") !=-1 {

                            //start setting the field values on the table (in the service request ticket)

                                                current.u_ticket_type = "Service Request" ;

                                                current.assignment_group = "sys_id of the assignment group" ; // put the sys_id of the Linux team

                                                current. requested_by = "sys_id of the user" ;

                            // like this u can set whatever field values you want during the creation of the ticket.

                            // At the end use current.insert() ;

                                                current.insert() ;

              }

5. Your ticket is created.

Please let us know if you need further help.

Thank you,

Arnab

[salu]

Hi,

Yes I already go through this method for doing the email to ticket creation.

My question is Can I set up email to ticket configuration in following method?If yes how can I proceed   it.

In one table if we configure mail box,keywords,Ticket type ,assignment group.

Based on these values,ticket need to be created.

For example;

Mailbox: servicedesk@xyz.com

Keywords: Linux Server

Ticket Type :Service Request

Assignment group :Linux team

When a user send email to servicedesk@xyz.com and subject line they put Linux Server.Automatically a Service request needs to triggered and it get assigned to Linux Team..