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

thirumala goud
Tera Contributor

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.

3 REPLIES 3

Uncle Rob
Kilo Patron

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

Catalog Items are just a way to define inputs and launch flow. There are many reasons why the catalyst may be email. STEP BY STEP - Create the Catalog Flow as if you assumed form entry. - Create a new Flow Action to parse an email body for name:value pairs (OR download from share) - Create a ...

Mike_R
Kilo Patron
Kilo Patron

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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Dan O Connor
ServiceNow Employee
ServiceNow Employee

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.