Inbound Action for Multiple cert-manager.com Emails

[TStark]

We use cert-manager.com for managing our SSL Certifications and their standard for notifications of SSL expiration is an email notification being sent every day for 30 days prior to the expiration date for each SSL and you can only use one email address to receive those email notifications.

I need to send those emails to my SN instance and create just one incident instead of creating a new incident for each email. Is this possible? If so, how would I achieve this?

Thanks!

[Uncle Rob]

WHERE TO SEND
So, these emails are meant for your company so don't use your (at)service-now.com email for cert-manager.com under any circumstance.  They've got to get sent to a relevant address at your company.  You need to talk to your email team such that they can forward/include/clone that email message to your (at)service-now.com email. 

REFINE INCIDENT CREATION CONDITIONS
For the next part (creating the incident), I need more clarity.  You state that each SSL is getting a 30 day warning email, but also that you only want one incident, instead of one per email/ssl.  How could that happen if they're not all being sent at the same time?

WHAT IS AN INCIDENT
From a process perspective, I would not create incidents.  An incident is a degradation in service or an outage.   A better option would be to make a Catalog Item for this that is launched by a flow with the Inbound Email trigger.  You will need two flows total.  One to receive the inbound mail and launch the catalog item.  The second to dictate the flow of the item itself.  In this fashion you'll have a platform for further automation/approval of SSL Certs OR involve any other needed teams.  DO NOT shoehorn this into an incident.

[TStark]

I 100% agree with you on creating a REQ vs an INC. Also, thanks for the "Where to Send" tip. Noted.

Your question is exactly my problem. I'm trying to prevent from creating an incident [or request] every time the email is sent/received into the instance. Just one ticket needs to be created. Maybe the first email for each SSL/server creates a ticket and the other emails are ignored. We have four SSL/servers which require renewal once/year so there should be a total of 4 tickets created.

Thanks!

[Uncle Rob]

Put your SSL Servers as a class in the CMDB (if they aren't there already).
Store the expiration date as a property.
Now you don't even need the inbound mail action.   You can have a scheduled job create the RITMs whenever you prefer.

[TStark]

That's a novel idea you've provided, but after discussions with our infrastructure team this is not an option.