Ticket creation through email

[Community Alums]

How to create a ticket in servicenow through emails received to common mailbox instead of servicenow instance mailbox?

For example, suppose  abc@gmail.com is the common mail id.And if users sent emails to this mail id for creating tickets how we create incident records as per this email.

[Anurag Tripathi]

Hi.

Can you make a rule on Gmail id (common mailbox) to forward emails to ServiceNow Email for the ones that should get converted to ticket?

-Anurag

[Community Alums]

Hi Anurag,

I am new to servicenow .Could you please explain what exactly I have to do for forwarding emails from Gmail or Outlook to servicenow email so that I can create tickets through emails.

[Anurag Tripathi]

THis is not SN knowledge, any mail service will allow you to create rules on emails.

Check this link

Forwarding Email from Outlook (Windows) - Office 365 | Montana State University

What you need to do is:

1) forward email from common mailbox to service now email

2)write inbound email action to receive the incoming email in ServiceNow and create ticket against it.

[Community Alums]

Is there any other way to directly create tickets in servicenow without forwarding emails ?