I wanted to create a incident in ServiceNow when customer makes a call to ServiceNow

[Ruthika D]

I know from ServiceNow customer can call to the caller or assignee using Twilio integration. But, I want when customer calls to ServiceNow Incident should get create. Any solution for this would be appreciated

[dgarad]

Hi @Ruthika D 

Refer to below link.

https://www.twilio.com/en-us/blog/update-your-servicenow-incidents-in-real-time-with-twilio

https://www.servicenow.com/community/itom-forum/create-incident-through-inbound-sms-send-to-twilio/m...

[Community Alums]

Hi @Ruthika D ,

In this case you can create a onBefore Business Rule you can give the filter condition and add this below code 

var gr = new GlideRecord('incident');
gr.initialize();
gr.description = 'TEst Sarthak here';
//you can add as many fields here
gr.insert();

Please mark my answer correct and helpful if this works for you

Thanks and Regards 

Sarthak