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

[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?

[Mark Manders]

Depends on the rule and how many there are. If you have several rules and one to catch all others, you will need to exempt it by excluding specific conditions on all of them. If you just have one, exclude it on that one, or better yet: find something that is unique to these tickets and make it an assignment rule on it's own, with the lowest order. Then you're sure no assignment rules will take over.

[Navneet3]

Hi Sumanta, I am familiar with the system rules and assignments.

But my question is, if I have the system rule order set to 100 and I have the inbound rule 50.

Which one do I need to change?

thank you