When Email Is sent create incident record

[Abhijeet Pawar]

Hello All,

When a new email is sent to the email address xyz123.com a new Incident record should be created.  
 In the Incident form:
The email Subject should populate the Short description field on the Incident. The email Body should populate the Description field on the Incident. The email Sender should populate the Caller field on the Incident (if not from a registered user this will log as being from an unidentified guest). The Assignment group field on the Incident form should default to Service Desk. The Contact type field on the Incident form should default to Email.

Thank You.

[BharathChintala]

@Abhijeet Pawar 

Create a new inbound action which is easy to configure

Please set type to new that means consider new emails not reply(RE: )

From fill email xyz123 whatever or else you can use conditions also

Script use below this is reference you can modify sligtly

Thanks,

Bharath

[Basheer]

Hi @Abhijeet Pawar ,

You can achieve this through inbound email inbound actions

Go to application navigator

System policy > Email > Inbound Actions

Create new

Give it a proper name as " Incident creation through mail"

target table as incident

Action type as record action

type as new

Keep the condition if you want else leave it as is. 

I'm not populating from as it can be different emails, if you think there is only one email address which is sending mails to servicenow then enter that mail id

Come to actions

current.short_description = email.subject;

current.description = email.body_text

current.caller_id = email.from;

current.assignment_group = "SysID of Service Desk"

current.contact_type = "email";

If the current object is not working then directly glide into incident table instead of writing above code and insert, let me know if you need help in this coding as well.

[ricker]

@Abhijeet Pawar,

What have you tried on your own?  Where are you stuck?