Single Notification and Ticket Generation Across Multiple Tables in ServiceNow

[Anu2013]

Hi 

I'm seeking guidance on a specific requirement in Service Now. We need to receive a notification from one email for 2 separate email addresses, these notifications should generate tickets on two different tables (e.g., Incident and Problem) within our Service Now instance. Both tables have inbound email actions configured.

Is it possible to achieve this functionality in Service Now? If so, could you please share:

1. Configuration steps or setup requirements for notification and ticket generation?

2. Any specific scripting or business rules needed?

3. Best practices for managing multiple tables and inbound email actions?

Your input and expertise would be greatly appreciated.

Thank you in Advance

[Mark Manders]

It sounds weird that you want to create a problem from an inbound email. Next to that: you are letting the system create two records from an email, so you are assuming the incident will need a problem to resolve it. It doesn't sound like a proper way of handling things looking at ITIL on which ServiceNow ITSM is build.

But it's an easy one: create an inbound email flow with trigger on your conditions (sender/subject/etc). From there you can just create all records you want with the 'create record' action. Inbound email flows run before inbound email actions, so if you set the 'stop processing' on the flow, you are also sure it won't tigger any other logic after processing of this email.