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

[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.

[sumanta pal]

It seems like you're asking about how to manage assignment rules in ServiceNow. Here's a summary of the steps you can take:

1. Identify the number of assignment rules you have. If you have several, you may need to adjust each one to exclude specific conditions.
2. If you only have one rule, you can exclude the specific conditions on that one.
3. If possible, find a unique characteristic of the tickets you want to exempt and create a separate assignment rule for them. This rule should have the lowest order to ensure no other assignment rules take over.
4. To create or modify an assignment rule, navigate to System Policy > Assignment > Assignment Rule.
5. In the Assignment Rule form, you can specify the conditions for the rule and the assignment group or user that should be assigned when those conditions are met.
6. Remember to test your rules to ensure they are working as expected. You can do this by creating test incidents or other records that meet the conditions of your rules.

Please note that the order of assignment rules matters. ServiceNow processes the rules in ascending order based on the Order field. Once it finds a match, it stops processing further rules. Therefore, if you want a rule to apply regardless of other rules, it should have the lowest order number.

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[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

[Navneet3]

Hi Sumanta, The problem is, we have Business rules which sets the incident to the assignment group based on user department.

The business rules are not letting the inbound rule to set the assignment group.

[sumanta pal]

In ServiceNow, the system rule order and the inbound rule order determine the sequence in which rules are processed. The rule with the lower order number is processed first.

In your case, the inbound rule with order 50 is processed before the system rule with order 100. If you want the system rule to be processed before the inbound rule, you need to change the system rule order to a number less than 50.

Here are the steps:

- Navigate to the system rule that you want to change.
- In the Order field, enter a number less than 50.
- Click Update to save the changes.

Remember, the lower the order number, the higher the priority of the rule.

For asking ServiceNow-related questions try this :

For a better and more optimistic result, please visit this website. It uses a Chat Generative Pre-Trained Transformer ( GPT ) technology for solving ServiceNow-related issues.

Please visit : https://nowkb.com/home
Our Website :https://nowkb.com/home
Link - https://nowgpt.ai/