How to Automate Email to INCIDENT

[Dinesh_Now]

Hello Team

Suppose we receive an email request. Currently, we manually create an incident for the appropriate team and then reply to the email with the incident details.

Is it possible to automate this process?

For example, when an email is received, the system should automatically create an incident, assign it to the appropriate team, and send a reply email to the sender with the incident number and details.

Can you share the ideas how and where step by step please ?

[Ankur Bawiskar]

@Dinesh_Now 

already this should happen with OOTB inbound action of type NEW on incident table

is that not happening?

you can utilize that

once you create INC and assign proper fields etc then OOTB notification can kick in and send the email to the caller i.e. the user who sent email to instance

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[Dr Atul G- LNG]

Hiu @Dinesh_Now 

Yes, it is possible to use the Inbound action for this. However, to be clear, it will only work in PDI since email has restrictions in PDI."

https://youtu.be/92wBGM_RsZ8

Follow this lonk:

https://www.servicenow.com/community/developer-forum/solution-how-to-configure-email-account-in-serv...

https://youtu.be/zusa_YSlEvk