Inbound Action - Email being forwarded

[MStritt]

Hi,

I want to create an inbound action. The trigger will be a specific email address that is being forwarded to SN. 

For example:

Email is sent from original.email@address.com TO secondary.address@email.com, which is FORWARDED to SN. I want to create a Case when the forwarded email from secondary.address@email.com is sent to SN. How do I configure the trigger (When to run)? 

In addition, I'd like to add the original email address (original.email@address.com) to the Customer watch list. I don't want to add the email that is being forwarded to us (secondary.address@email.com). Both of these emails will not be contacts in ServiceNow. 

[Allen Andreas]

Hi,

Normally, the proper way that this is set up is to have your email/network team setup that email address as a redirect. That way, everything stay in tact and it's not a forward, etc.

You'd have to build out a lot more functionality if the system is receiving it as a forward as it changes a few things with the email headers and such.

Please see if you can leverage redirection instead and then you can use the original "from" (user) and the "to" (your support email address -- not servicenow email address).

Please mark reply as Helpful/Correct, if applicable. Thanks!

[MStritt]

Hi Allen,

Thanks for the reply.

So, the originating email address (original.email@address.com) is outside our organization. When they send an email to secondary.address@email.com which is a DL within our organization, we have that redirected to our support email address which then creates a case. In this scenario, the From email address will show as original.email@address.com?

[Allen Andreas]

What is your "support email address"?

If that is your ServiceNow instance email address, and as you mentioned it's "redirected" not "forwarded" then yes, the from will be: original.email@address.com

and the recipient would be: secondary.address@email.com

even though it's redirected to your SN instance email address.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[MStritt]

Support email address is SN instance email address. 

original.email@address.com (external customer) > secondary.address@email.com (DL from a department within our organization) > SN instance email address > case is created.