Email triggers an Incident

[Ballela Siva Te]

Hi Folks,

We got a requirement to generate an incident in ServiceNow when an user sends mail to Service Desk Email (Not the ServiceNow Mail box)

Is this feasible ?

[Dr Atul G- LNG]

Hi @Ballela Siva Te 

Greetings!!

Is this SD email is saved in SN? 

[Ballela Siva Te]

Hi @Dr Atul G- LNG AG,

Yes, SD email is saved in ServiceNow. This is saved in group record. I can also create an user and then give the SD email id to account

[Dr Atul G- LNG]

Hi @Ballela Siva Te 

I checked and OOTB it accept only SN email id,. which we add/ configure n email properties. So your requirement cant be achieved. 

[Robbie]

Hi @Ballela Siva Te,

If I understand your question correctly, you would like to create an incident when an email is sent to a mailbox that is outside of SN (ServiceNow).

From a logical perspective, how will ServiceNow know about this email when it doesn't receive an event or trigger?

If I have understood your question correctly, and as I have alluded to, in order for SN to action something, it requires an event. From a high-level perspective, you could set up a mail rule that forwards the specific email(s) from the Service Desk Mailbox to ServiceNow.

Once your ServiceNow instance receives this email, you can leverage an 'Inbound Action' (Of which there is a template and a basic one provided for you) to create an incident.

For more info, see the below article where Azim has provided a nice guide and step-by-step overview.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

https://www.servicenow.com/community/itsm-articles/incident-creation-via-e-mail-inbound-action/ta-p/...