we need an incident to be created when we received an email to ecatalog@company.com.

[thirumala goud]

Hello Experts,

we need an incident to be created when we received an email to ecatalog@company.com. This could be the distribution list. when the user sends an email to this DL then an incident needs to be created. how can we achieve this?

@Ankur please help me out.

[Uncle Rob]

What do you mean by "This could be the distribution list"?   That statement makes the requirement vague.

As for how to manage inbound actions, here's a video I did on how to launch catalog items from email.

Launching incidents will be even simpler because you don't need the create catalog item / gather variables.  You can just Create Record - incident.

https://youtu.be/uLHCw2GA3lo

[Mike_R]

First you need to get those emails into ServiceNow. If that email address is a distribution list, add your SN email address to that DL. If not, have your mail admin setup a redirect rule to route those emails to SN.

Then just create a flow in SN

[Dan O Connor]

This can be achieved by using Flow Designer or the dedicated Inbound Action functionality.

The e-mail itself will need to be received into ServiceNow, and there is a number of ways to do this. If its a distribution list add your current ServiceNow configured email address to the distribution.

You could have a forward rule setup on that e-mail but IT Security generally don't like this. So you could also ask your Email admins to setup an alias for you.