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,

Ok, great.

Everything I've said above still stands.

As long as the DL is using a redirection method to SN, then everything as I've said above will be the outcome.

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

[MStritt]

Yes. When original.email@address.com (external customer) is sent to secondary.address@email.com (DL), it redirects it to SN instance, which creates a case. How would I add original.email@address.com to Customer watch list? Right now, secondary.address@email.com is the email being added. 

Also, in 'When to run', I don't see a condition for FROM. Should I use 'Headers contains', and add secondary.address@email.com as the email address?

[Allen Andreas]

Hi,

Out of box, no user is added to the watch list, so it would be up to whatever custom solution you have done, that's doing that.

The case would be created as the user the original email is from. So they'd be the "contact", basically. Why would they need to be added to the watch list when they're on the case and they're the contact? If no contact record is found, then it would be via Guest (I have no idea if you're even talking about CSM or HRSD or what, anyway -- but I'm saying things in the context of CSM).

I think I've covered this a few times, but the email is not "from" your secondary address. It's from the original user.

Please re-read my responses above just to think things through as I think you may have missed something.

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

[Allen Andreas]

Hi,

Thanks for marking the above as Helpful.

I hope that reply combined with my others have helped guide you Correctly? If so, please mark as Correct.

Thanks and take care! 🙂

[bammar]

Under condition you could put Recipient IS whatever the address its forwarded to -

BTW ServiceNow I beleive is able to set the original sender as the caller -by setting the first user it finds in FROM field to the caller

Another trick is to make that forwarding address a Distribution List and let the ServiceNow email to ticket address be your instance email