Inbound Action - Email being forwarded

MStritt
Tera Guru

‎02-02-2022 10:27 AM

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)? 

find_real_file.png

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. 

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MStritt
Tera Guru
In response to bammar

‎02-02-2022 11:08 AM

The FROM email address in this example, would be secondary.address@email.com. So, I want to create a case when we receive an email from secondary.address@email.com. The case will be created with several Actions (fields will be populated with specific values). 

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