Help Required Please! Inbound eMail Flow Action

[Adil N]

Hi All, 

Can I please have some assistance in how i can create a email flow to create an incident record, assign it to a specific group and if that specified group is an "Off-Tool" supplier out Service Desk usually "Swivel Chair" (email the details to the supplier) I would like the tool to automate this email 

something like the below 

1 - Inbound email from end user 

2 - ServiceNow automatically generates Incident 

3 - Incident assigned to specific assignment group 

4 - Assignment group get notification of ticket (if off tool the assignment group get complete email of all details) 

5 - off tool supplier emails back with any updates/resolutions 

Note: I am quiet new to this so simple steps would be very much appreciated such as 

go to "Studio" click "Create New" etc

Thanks in advance 

Adil 

[Gangadhar Ravi · Accepted solution]

Hi @Adil N  Please check this https://www.youtube.com/watch?v=qCgn0gWCfS0

Please mark my answer correct and helpful if this works for you.

[Adil N]

@Gangadhar Ravi 

Is there any way, that I can get an automatically get an email sent out to suppliers, regardless of how the incident is raised. So for example if an incident is raised via the Portal or a call to the Service Desk, if supplier A is off tool but this needs to be emailed to them - when I selected Assignment group "Supplier A" it will automatically generate an email with the incident details and fire out to them and then when they respond it can automatically update the record? 

[Gangadhar Ravi]

Hi @Adil N  Yes that is possible, if you are just trying to update the notes then OOB is already designed in that way. if you are trying to update any other fields based on response you may need to work on inbound Flow based on how you want to handle response.