Inbound Action

[DEEPAK KUMAR SI]

Hi Devs,

Need you suggestion in one of the requirement.

I have to block Incident creation when email is sent from 4 different addresses to a particular email id. apart from this condition it should create incident as per existing inbound action for other email addresses.

[Dr Atul G- LNG]

Hi @DEEPAK KUMAR SI 

I have to block Incident creation when email is sent from 4 different addresses to a particular email id.

Atul: I don't have any answer but need to understand, when you say particular email id, it means do you have more then 1 email address configure to receive the incoming email?

4 different address: even though the body / subject is same or different ? At same time or any time? Any time range?

apart from this condition it should create incident as per existing inbound action for other email addresses.

Atul: Which factor you are considering to differentiate that which email id it should consider to create incident,

Please elaborate more mate.  

[DEEPAK KUMAR SI]

Hi Atulya,

Condition is 
User 1 has inbound action setup to create INC whenever it receives an email in To Or CC. from any sender.

Now, User 1 comes in with request that I don't want to create Incidents when email comes from these 4 specific email ID's.

So for User 1 we have to block the Incident creation specifically, not completely block the sender to create Incident in ServiceNow .

I hope it clears the the requirement. 

[Dr Atul G- LNG]

Hi @DEEPAK KUMAR SI 

Condition is 
User 1 has inbound action setup to create INC whenever it receives an email in To Or CC. from any sender.

Atul: Agree and understood.

Now, User 1 comes in with request that I don't want to create Incidents when email comes from these 4 specific email ID's.

Atul: Deepak for this, my question is

- How user1 will know that email is coming for4 different email id is for same issue or some different ?

- You can put filter on Short description but its very very rare this will give expected results.

or

Only create incident when email come from specific email id . IN this case put email id here:

[DEEPAK KUMAR SI]

Now, User 1 comes in with request that I don't want to create Incidents when email comes from these 4 specific email ID's.

Atul: Deepak for this, my question is

- How user1 will know that email is coming for4 different email id is for same issue or some different ?

- You can put filter on Short description but its very very rare this will give expected results.

User 1 has noted down few email address from where he receives email and now he don't want these emails to create Incident for his team.

Catch is, we cannot block these email id's completely on the platform as other teams also receive email from these senders and they need Incident.

*** email subject is not common, only we can filter it via email ID*** 

I understand its bit tricky requirement.... But I will be thankful if you have any ideas for this .