Inbound Email Actions - Can I choose a specific POP3 account to generate requests from?

Sysop · ‎02-09-2022

Marketing team wants to use ServiceNow. I created them a new table extended from the task table called MKTG. They want the requesters to be able to send an email to marketing@company,com and generate a ticket. I plan on adding the marketing@company.com pop3 account to ServiceNow..

I'm looking at Inbound Email Actions and trying to figure a way for these tickets to be generated ONLY if the email is sent to the marketing@company.com address. I dont want a ticket generated if someone sends an email to our ServiceNow POP3 address.

Jaspal Singh · ‎02-09-2022

No need to complicate. You can simply do below.

1. Create a forward rule when mail is sent to marketing@company.com --- Ask your outlook team to take care of the forwared rule that will send mails to abc@service-now.com where abc is your instance name

2. In the Inbound all you need is a check where

if (email.recipient.indexOf('marketing@company.com')>-1 || email.from.indexOf('marketing@company.com')>-1)

{

//process your inbound

}

You can add above in the condition of inbound mail actioin itself.

View solution in original post

Sysop · ‎02-09-2022

So to be clear

1. Create a forward rule when mail is sent to marketing@company.com to forward to abc@service-now.com

2. Create an inbound email action with the following settings and script.

Do I have this correct?

Jaspal Singh · ‎02-10-2022

Yes, that is correct. Just ensure the closing } at line 9 is moved to line 27