HR Case creation from email

[Abhishek96]

How can we create a HR case from a email.To what email address we need to send email and with what Subject.

please explain step by step

[Jaspal Singh]

Hi Abhishek,

This is not only specific to HR but is used for any application that needs to have ticket/case created by mail.

Look for Inbound Mail actions from Application navigator. Once you open the same you will find list of inbound action that actually process the mail received.

1. Mail will be sent to instances mail address which is always yourinstancename@service-now.com where yourinstancename will differ.

2. Most important thing to get the mail processing work is to check if the Incoming mails property is enabled. Look for System Properties >> Email properties from application navigator & ensure below is checked.

This will ensure if the mail will be received from step 1. or not.

3. When you look for inbound actions look for specific table you will to process or get case/ticket created for & then make sure

A. It is Active

B. Conditions to process is satisfied

C. What will happen if conditions matched is also specified. 

So, for your question what subject should be included in mail for it to create a HR case will totally depend on the inbound action's when to run condition & only on condition being satisfied it will process the mail & get corresponding HR Case or any other ticket created.

[Ankur Bawiskar]

Hi Abhishek,

for this you need to use inbound email action.

User has to send an email to the instance email address i.e. instanceName@service-now.com

Out of the box there are many inbound actions for Case table per COE

For example:

Name: Create HR Case

URL: https://instanceName.service-now.com/nav_to.do?uri=sysevent_in_email_action.do?sys_id=3a5370019f22120047a2d126c42e7063

You can refer those: OOB

1) type inbound actions in left nav

2) search with table contains hr_core

Regards
Ankur

[Susan Britt]

To add to what's already been provided, ultimately the email needs to be sent to the ServiceNow instance email address, as mentioned above.  However, companies usually don't want to promote that.  If you have an existing email address like askhr@mycompany.com, you can include the instance email is that distribution list or your exchange team can forward emails sent to askhr@mycompany.com to the instance email.

[Akhila8]

Make "sn_hr_core.inbound_email" property to true, to create hr cases from email, in addition to above suggested. Or else it creates a incident instead of hr case.