Multiple Shared Inboxes to Case Creation

[Kathryn Compton]

Our HR department has MANY shared inboxes for employee requests.  These inboxes are "messy".  They also receive mail from a variety of sender types; not only current employees, but former employees, new hires, external candidates, government agencies, and vendors, etc..

ServiceNow allows redirection of email to create cases; intended for employees or external parties who can't get to the ESC for some reason.  Here's the closest article I could find:  Redirect Email to Instance 

I've been told it usually goes like this:

• a single, new company shared inbox is created solely for this purpose
• that inbox is redirected to the single email address associated with our instance of ServiceNow
• redirected emails create a general case
• HR Agents review and transfer that general case to the existing, specific service case (if one applies)

For my company, we have (right now) 6 inboxes that we can't (for a variety of reasons) disable completely and we'd like to have each inbox redirect to ServiceNow to  create a specific case type that we've named after the inbox.

Example:  emails to Garnishments@MyCompany create a case for the service named Garnishments Inbox.

As if multiple inboxes creating multiple service cases weren't enough, we also have a Risk decision that says that my company will not allow external emails to be redirected to a 3rd party (ServiceNow) so only @MyCompany senders will be redirected. 

Has anyone come up against any or all of this?  🙂

[Tim Provin]

Is there a reason why your organization would not allow ServiceNow to read directly from the mailboxes?  The concept of Email Accounts allows you to set up multiple "inbound" email accounts for a single ServiceNow instance.  From there you can create Inbound Actions that can process the emails from those mailboxes in whatever manner you need. 

[Kathryn Compton]

Highly regulated industry (energy) and Risk will not allow the redirect of external emails.