Inbound Actions - Assignment Based On Sender?

[adam_seeber]

Hi folks - I'd like to create an inbound action that takes any emails from a specific address (say, example@domain.com) to forwards them to a specific person (Agent) in a specific group (Assignment Group). I'm sure I'm missing something obvious but I can't find a simple answer anywhere for what to put in the script?

All emails at the moment are converted into Incidents and sent to the Service Centre group. I'd like this rule to run before that one to ensure that these are directed elsewhere straight away.

Let me know what you think!

Cheers,

-Adam

[Pradeep Sharma]

Hello Adam,

Please refer section 6 in wiki for more info.

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions

[jamie_girouard · Accepted solution]

Adam,

To be clear, are you looking for ServiceNow to forward these emails to a particular individual, or are you looking to simply create an incident with specific parameters for assignment group and assignee that isn't the default?

If it's the latter, then all you need to do is create an inbound email action for incident that has an order less than your default incident behavior (i.e., 95 instead of 100) and has a condition to run only if email.origemail = 'example@domain.com'.   In the script of the inbound email action you can then define what assignment group and assignee you want.   When I've done this in the past, I just create a template and then add a current.applyTemplate(name of template) function call.

If it's the former, then I'd have to think about that some more.