Forward Email to create an Incident

[Navneet3]

Hi, I need help with Forward inbound email. I have created the email action but the ticket is not getting.

Here is the requirements.

Currently, Users are emailing the manager for ALL their issues. The team is having hard time managing the emails.

The team wants to forward the email to a specific email address which is set (on the exchange) forward to ServiceNow instance.

Please see the attachment (screenshot) the inbound actions.

thank you

[Maik Skoddow]

Hi @Navneet3 

set the following system properties (via "Scripts - Background")

//extended list or subject profixes for handling responses as replies
gs.setProperty(
	"glide.email.reply_subject_prefix", 
	"r:,re:,Re:,RE:,aw:,AW:,fw:,FW:,fwd:,Fwd:,FWD:,wg:,WG:,Wg:,Accepted:,Tentative:,Declined:"
);

//force forwarded emails to be handled as reply emails
gs.setProperty("glide.email.forward_subject_prefix", "-");

//don't recognize any forward patterns within body
gs.setProperty("glide.email.forward_from_prefix", "");	

Maik

[Navneet3]

Hi

The ticket is being created but the category and the assignment group is not being assigned correctly.

[Navneet3]

Hi

The ticket is being created but the category and the assignment group is not being assigned correctly.

What could be wrong?

[Jaspal Singh]

Hi,

Why not set the fields directly (something you are doing for short description and other fields) instead of using script.