Inbound action to create case
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03-13-2025 01:40 AM
Hello
The "Desk" team will be using email alias ww.disdesk@gmail.com in ServiceNow. Which means anyone (not only customers) when sends an email to alias, will open a case in "Desk Queue" and when agent responds back to sender, they should be seeing same alias(ww.disdesk@gmail.com) in From field (Not email address of an Agent).
Can anyone please some information on this and How to create inbound so that how it can create case and how get alais in from field not agent.
Please remember those are 3rd party emails.
Thanks
Dinesh
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03-13-2025 01:52 AM - edited 03-13-2025 01:53 AM
Hello @Dinesh87
You can write a script to create a case in ServiceNow and set form field on the same inbound form. Please give it a try, and let me know if you need any further clarification.
For your reference, please find the screenshot below.
Thank you!
