Inbound email DL for different Assignment group for creating SR

[Aryan]

Hi All,

We have requirement where client want us to create separate DL of all the assignment groups and whenever some is replying to that DL from outlook it will create the SR and assigned to the respective groups.

Can anyone help me on this, How can I achieve this?

Thank you

[Mark Manders]

It depends on how it's setup. Is the email redirected or forwarded from the incoming mailbox? Depending on that, you can just check on an incoming email from any of the boxes and see how you can recognize it. At one of my current clients, the DL is in the 'recipients' field, so their inbound flows are checking on the recipient field to see which DL is used and a script on a flow variable takes care of finding the correct group. The created ticket just sets the assignment group to the variable.