Can we create hr cases with ootb Create HR Case inbound email action?

[ACDD]

We have a requirement to be able to create hr cases for different hr services via email. But I see in ootb Create HR Case inbound email action, hr service is mapped to 'General Inquiry'. Is there any solution for this requirement?

[Mark Manders]

You have been given this requirement and although it's a logical one, do challenge it. Creating via email is an easy thing to do, but how does your employer or client expect this to work? An email coming in can be set to anything, but only if it's recognizable. If I send an email 'my salary didn't come in', it's a good assumption it should create a payroll case. But is every email with 'salary' in it for payrolling? To have the emails create a 'general inquiry' they are managed and moved to the correct groups, without any delay. Chances are that if they are send to payroll and payroll doesn't know what to do with it, the case is closed and the employee isn't helped at all. 

If you can't convince them, the only way to do this is to add conditions into the inbound email. If condition X -> payroll, if condition Y -> HR general, etc. But your employer/client needs to provide those conditions. Then you can map them. And if no mapping is found, then make it general. Trust me: it will become a mess, because ServiceNow isn't ready (yet) to recognize the emails in a correct way, unless you tell it what to do with it and emails come from people and people make mistakes (like typos). 

[Kieran Anson]

Hi,

The OOB inbound action doesn't meet every businesses use case, if your business/customer has a use case to allow for more granular email-to-case creation, then more granular inbound actions should be created with a lower processing order.