Question about Email Parsing and Assignment Rules

oogabooga
Tera Contributor

‎06-25-2024 10:37 AM

Hello ServiceNow peeps,

 

If I'm running an Email Parsing to create a Security Incident, which sets the category to a specific field (let's call it Security) whenever it starts with a specific short description. Can I run an assignment rule to set the subcategory to a dependent field? 

I don't want to set the subcategory with the email parsing because we get different short descriptions depending on the issue.

 

Thanks in advance

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎06-25-2024 02:07 PM

Hi @oogabooga 

 

I think yes, you can do , might be via BR / CS overwrite the parsed sub cat.

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Tony Chatfield1
Kilo Patron

‎06-25-2024 02:17 PM

Hi, if you have a requirement for a record field to be populated based on specific values in another field of the same record IE set subcategory based on short description, then I would recommend that you configure this wherever the reference field value (short description) is created\assembled during the record creation (or update) process and would consider this to be a best practice approach.
Normally this would be in the inbound action\email parsing of your inbound message.

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