inbound email actions. Email address need to redirect to servicenow

sonita · ‎10-18-2018

We received a request to create 2 new email address: These email addresses will need to redirect to Service Now and then to the perspective assignment groups.

Any help please how o achieve this?

Anything sent to the email addresses will need to be assigned to prospective assignment groups

Mike Patel · ‎10-18-2018

It's pretty easy to do.

1 - Setup forward rule on new email to forward all emails to SN.

2 - in your inbound action do something like below

if(email.to.toLowerCase().indexOf('email1@gmail.com') != -1){ //sysid of group that this email address belongs to
	current.assignment_group = 'sysid of group for that email';
}else if (email.to.toLowerCase().indexOf('email2@gmail.com') != -1){ //other group sysid
	current.assignment_group = 'sysid of group for that email';
}

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sonita · ‎10-18-2018

With this script where am I specifying that parse those incoming emails sent to those specific groups

sonita · ‎10-18-2018

what would be the condtion?

supriya29 · ‎10-18-2018

1. Create an Inbound email action

2. Add conditions like the subject or email address

3. In actions Set the fields that must be added to the incident.

Create a User with the same email address

Go to Assignment rules and create new. You can create multiple assignment rules and route to different teams based on the subject and body

sonita · ‎10-18-2018

Is there a way I can test this? So when creating the inbound action , no scripts is required ? just putting the condition? and creating an assignment rule ?

supriya29 · ‎10-18-2018

Yes. To test it.

1. You can give your email id(UserID.Email) for When to run condition in Inbound Email action.

2. Add Caller is "Your UserID" in Assignment Rule

3.Send an email to Service-now and check if incident is created.