Create Incident when external user sends an email

[Mounika M]

Hi All,

We need to create Incident when an external user means if the user is not exists in servicenow system and they send an email, incident should create. could you please help on this.

Thanks!

[Community Alums]

Hi @Mounika M ,

With some efforts it might be possible, but is absolutely NOT recommended. Everybody in the world can flood your instance with emails/incidents and your security department will not be amused.

You can refer to this thread : https://www.servicenow.com/community/developer-forum/is-there-a-way-to-create-an-incident-from-email...

[Shubham Kumbhar]

Hello Mounika M,

Please follow the below steps.

If we want to create an incident after triggering email to ServiceNow instance we have to use the module called Inbound Email action, by using this module we can achieve this functionality.

Some configuration is needed to do this which are as follows:

I– Configure email properties:

• Firstly, we need to enable incoming email by enabling receiving email otherwise instance will not accept the email.
• After enabling receiving email, we need to select particular email domain if needed for example: servicenow.com,gmail.com.outlook.com etc.

If user don’t want to select particular domain then we need to mention ‘*’(star) which means instance will take action from all the domain.

II- Recipient email ID:

We provides recipient email id to end user which can be find under “Email accounts ” module 

III- Search for Inbound Actions:

• In application navigator search for ‘inbound actions’ under email.

IV- Open Create Incident form.

• After clicking on Inbound action there will be multiple record list will be populated
• Search for create incident and open.

• Name of action – this indicates the name of inbound action
• Record name: here we choose table on which we want to create a record.
• Action type: which type of action we want e.g. Reply email, record action. Always use record action to generate record.

V- Conditions:

• Under condition we can give condition as per requirement

For e.g. user wants particular subject to create incident in this we can give the condition as give bellows snap.

VI- Fields value initialization:

• There are two ways to initialize record values

1. By using script
2. By field actions

Refer to the attached code.

For more details-

https://www.servicenow.com/community/it-service-management-articles/incident-creation-via-e-mail-inb...

Mark helpful if you like my sugeestion

Thank You