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

[sumanta pal]

There could be several reasons why the category and assignment group are not being assigned correctly in ServiceNow. Here are some potential causes and solutions:

1. Incorrect Assignment Rules:
- Check if the assignment rules are configured correctly.
- Ensure that the conditions in the assignment rules match the ticket details.

2. Incorrect Data in Fields:
- The category or assignment group fields may not be filled out correctly or may contain invalid data.
- Check the data in these fields and correct it if necessary.

3. Inactive or Non-Existent Assignment Group:
- The assignment group specified in the ticket may be inactive or may not exist.
- Verify the status and existence of the assignment group.

4. Incorrect or Missing Business Rules:
- There may be business rules that are interfering with the assignment of the category and assignment group.
- Review the business rules related to ticket creation and assignment.

5. Scripting Errors:
- If there are scripts involved in the ticket creation or assignment process, there may be errors in the scripts.
- Review and debug the scripts to ensure they are functioning correctly.

6. Workflow Errors:
- If a workflow is involved in the ticket creation or assignment process, there may be errors in the workflow.
- Review and debug the workflow to ensure it is functioning correctly.

7. User Permissions:
- The user creating the ticket may not have the necessary permissions to assign the category and assignment group.
- Check the user's roles and permissions.

8. Data Lookup Definitions:
- If data lookup definitions are used, ensure they are configured correctly and the matching records exist in the system.

Remember to test any changes in a sub-production instance before applying them to your production instance.

nowKB.com

[Jaspal Singh]

Hi,

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

[Navneet3]

Hi Jaspal, I did use the fields directly.

The issue is the system assignment rules are taking over. So the Incident is being assigned to ServiceDesk instead what is deigned the inbound rules.

[Mark Manders]

This is how it is handled:

1. email comes in

2. inbound action creates ticket

3. assignment rules act on the created ticket (and will overwrite the inbound action, because of this order)

You need to exempt your email from the assignment rules, or add a new one for this specific case.

[Navneet3]

Hi Mark

How do I exempt the email from assignment rules?