Inbound email action for incident creation

KarsonD · hace 3 semanas

Hi,

We have an "out-of-the-box" instance that I am not so sure was set up "out-of-the-box." Specifically, the act of creating an incident from an email. The inbound email action for this is disabled and incident creation is handled by a workflow where the trigger is an email arriving.

An issue that we are experiencing is that the email that the flow triggers off of is the email we use internally for IT helpdesk related inquiries. But the response emails come from the service-now.com system email. Sometimes users will send emails to the system email rather than the email that triggers incident creation not knowing the difference therefore no incident gets created. I am wondering if this is normal and to be expected or what the best way to go about handling this issue is.

Can I make it so if you send emails to either email incidents are created? Or should I only use one of the 2 options? Or is there a better best practice?

Thanks!

brianlan25 · hace 3 semanas

Can you tell us more about your setup.

Is this mailbox that triggers the flow setup in email accounts as a pop3 mailbox?

Additional notes: Every place I have worked at we have turned off all inbound option for creating incidents. This is to 1 force users to the portal so they search to hopefully find a KB Article or Service Catalog Item. Otherwise way to many things are created as incidents that should not be.

KarsonD · hace 2 semanas

Hi,

It is a pop3. I'm not quite sure we are ready to fight the fight to move people away from email yet, but that would be nice.

brianlan25 · hace 2 semanas

So are replies to comments going thought Service-now pop3 mailbox to update existing incidents for example?

brianlan25 · hace 2 semanas

My Overall thoughts are to do the following. Setup a mailbox on your side that is SMTP only. You can probably use the current mailbox. In ServiceNow set this up as your SMTP mailbox for outbound and disabled ServiceNow's SMTP mailbox. For Pop3 use ServiceNow's POP3 mailbox you just need to set it up so that when someone send an email to the SMTP mailbox you have on your side it redirects the message to ServiceNow email address for your environment. Let ServiceNow take the risk for using POP3 rather then you company. This is how we currently have our system setup.