Create an incident when inbound email actions fails
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12-19-2023 02:34 AM
Hi Community,
I have a requirement; the operation team send the mail to ServiceNow production GMB the mail body consist of Applications and APM ID based on the APM ID in mail the system look for what application that apm id belongs and the assignment group and it creates an incident to that group....And it was Woking as expected and done via Inbound email actions.
But this is currently not working consistently, system is not auto creating the incident for this process consistently ...In this scenario the incident needs to be created to IToc team with
caller: Itoc operation (user record exists)
Opened on behalf of :itoc operation
desc: body of mail
configuration item: server name included in mail body
assignment group : itoc operation
Existing inbound action:
Inbound script:
Please do let me know how we can achieve this.
Thanks in advance
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Incident Management