we need an incident to be created when we received an email to ecatalog@company.com.
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10-04-2022 06:22 AM
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.
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10-04-2022 06:59 AM
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.
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10-04-2022 08:07 AM - edited 10-04-2022 08:08 AM
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

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10-05-2022 03:51 AM
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.