Adding people to watchlist automatically from email body template or CC'd into email

[Abbie4]

Hello,

We currently have incidents which are created using a Workday template and get emailed to ServiceNow directly from Workday. This template includes manager’s name in the body as well as having them CC'd into the email. Is there any way that we can configure ServiceNow so that the manager in the body/CC can automatically be added to the watchlist to prevent the ServiceDesk having to manually add them in each time?

Preferably if there is a way for ServiceNow to read the body of the email, this would be better as we could then use it for other tasks/emails we receive but I am not sure this is possible without screenscraping software.... so if configuring by the CC is the only way then this would work too. 

It is worth noting we do not have integration HUB currently to set up a direct link to Workday and we are on standard ITSM licensing.

Thanks

Abbie

[Sandeep Rajput]

@Abbie4 You need to use SerivceNow's Inbound email actions to create an incident, add people in watch list set fields etc. by extracting values from email body and subject.

For more information please refer to ServiceNow documentation 

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/concept/c_...

Please refer to this link for creating a sample email inbound action

https://developer.servicenow.com/dev.do#!/learn/courses/rome/app_store_learnv2_automatingapps_rome_a...

For video tutorial please refer https://youtu.be/fijlvJaQl9Y

Hope this helps.

Please mark this answer correct and helpful if it manages to address your question.