To contains two different Emails is it creates two different tables.

[Afroze Shaik]

Hi Team,

I have two different email accounts like 1st domain is abc@example.com its creates the incident record that fine   as well 2nd domain contains xyz@exmple.com its creates problem ticket. now i want to while sending email to contains abc@example.com and xyx@example.com mention it will create at a time two records posible ?   Recipients not taking the two emails at a time it will taking either one and create record.

Best Regards,

Afroze

[Dr Atul G- LNG]

Hi @Afroze Shaik 

I think you are referring to inbound action and it is the expected behaviour of SN, it take only one email id and create record.

[Mark Manders]

First: it sounds weird to have problems created from inbound emails.

Second: one email to create two tickets is also weird, process wise. 

ServiceNow will only receive 1 email, not two. If you have it setup that if it contains xyz or abc, it redirects to or is forwarded to ServiceNow, you can add logic that in this case an inbound action/inbound flow creates 2 tickets, if it is received like that (with both addresses), but then you also need to exclude it from the 'normal' flows/actions.

Still: it is weird to create 2 records from 1 email!

You can also use two inbound flows/actions for each recipient (assuming the emails are in the recipient on the email record). If it contains xyz, do this, if it contains abc, do this and if you don't have a 'stop' condition, it will check on other inbound logic if it matches as well. It will, however, only show 1 record on the email record. 

My advice: don't do it. Because it doesn't make sense from a process point of view (either two records or a problem through email). 

[Ankur Bawiskar]

@Afroze Shaik 

you can use inbound email action and check the recipients and accordingly create record into other table using script

Inbound action on incident and create record on problem via script

var recipient = email.to.toString();

// check the other email and create problem using GlideRecord

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Afroze Shaik 

Hope you are doing good.

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