Generate Incident via inbound email action

[ivopetrow]

Hello guys,

I'm trying to use the out of the box Inbound email action (Create Incident) in order to generate incidents to our Quality assurance team when somebody sends an email to them.

Months ago we created a different group in our Production Service Now istance separate from IT.

Users are able to create incidents in the Service Catalog under the QMS group we created , however if they send an email to their address this is not auto-generating an incident.

I'm following the below instructions:

How to create an incident using email

My question is: Can this be setup to generate an incident via email just on the QMS group (quality assurance) we created , not in IT in general.

Production istance is Service Now Istanbul

Email receiving is enabled (however i cannot see any POP3 settings) - not sure if a POP   3 server has been configured.

Create incident email action is active but not configured yet

I'm not quite sure how exactly to set the Conditions Under Where to run as well as the script.

Any help will be appreciated!

[ivopetrow]

Hello Jaspal,

Thanks for the information.

I will test this in our Development environment and get back to you.

Do i have to add the QMS email address at the end of the first line of the code to get this to work?

// Note: current.opened_by is already set to the first UserID that matches the From: email address

[Rahul Priyadars]

Also based on a category and Sub category Values - Assignment rule can be configured for fixed assignment to a given group.

Regards

RP

[shivaramA]

Hi @Jaspal Singh 

[shivaadapa]

Hi @Jaspal Singh 

could you please help me to achieve this"? Create incident from email, with the following feature in servicenow. "If caller is VIP caller, route ticket to "VIP Support Group" & Set Priority as = P2"