Azim Kazi
Giga Guru

                                                          Automatic INCIDENT generation via email.

If we want to create an incident after triggering email to ServiceNow instance we have to use the module called Inbound Email action, by using this module we can achieve this functionality.

Some configuration is needed to do this which are as follows:

I– Configure email properties:

  • Firstly, we need to enable incoming email by enabling receiving email otherwise instance will not accept the email.
  • After enabling receiving email, we need to select particular email domain if needed for example: servicenow.com,gmail.com.outlook.com etc.

If user don’t want to select particular domain then we need to mention ‘*’(star) which means instance will take action from all the domain.

 

find_real_file.png

 

II- Recipient email ID:

  • We provides recipient email id to end user which can be find under “Email accounts ” module as shown below:

find_real_file.png

III- Search for Inbound Actions:

  • In application navigator search for ‘inbound actions’ under email.

 

find_real_file.png

 

IV- Open Create Incident form.

  • After clicking on Inbound action there will be multiple record list will be populated
  • Search for create incident and open.

 find_real_file.png

 

find_real_file.png

  • Name of action – this indicates the name of inbound action
  • Record name: here we choose table on which we want to create a record.
  • Action type: which type of action we want e.g. Reply email, record action. Always use record action to generate record.

V- Conditions:

  • Under condition we can give condition as per requirement

For e.g. user wants particular subject to create incident in this we can give the condition as give bellows snap.

 

find_real_file.png

VI- Fields value initialization:

  • There are two ways to initialize record values
  1. By using script
  2. By field actions

find_real_file.png

VII- Ready to use:

  • After these configuration end users can send email to instance to create the incident ticket

find_real_file.png

 

FLOW of Inbound email:

 

find_real_file.png

 

if this article helped you in any way then mark it helpful and bookmark it for future use.

 

Comments
DonnaSTLMartin
Tera Expert

Thank you for this information.  It is very informative!

LukaszN
Tera Explorer

Hi,

I am new to SNow and i want to do set up ticket creating automation from mailbox that is in our company domain (it is one of the generic mailboxes assigned to our teams). We already have an email automation set up for out IT service desk using @Service-Now.com mailbox and it works fine.

I just want to set up this new mailbox which would behave the same way but with another email (plus i want to have those ticket assigned to another team instead of the Service desk).

 

Should i start with step 2 in your solution and add that mailbox, then to go to actions and create "New" email actions and copy from the existing action (or can i add to the existing one and add settings to the conditions)?

Or should i do it differently?

 

 

Lucas Silva
Tera Contributor

Hey @Azim Kazi 

 

thank you so much for your post. Very useful.
I performed the initial steps as shown but I had a problem that differs from your FLOW of Inbound email.
In the first decision structure, I tested leaving only my inbound action active and another one with the default active. And neither of the two actions were taken. The email arrived in the instance's inbox, but no incident creation action took place.
Not even the processed email logs show that there was an attempt to execute the determined inbound action.
I don't mean that your flow is wrong, but my instance has something broken.
With this information I passed, can you give me any tips or ideas for a solution?
Thank you very much in advance!

DINMA
Tera Contributor

hi Lucas, your question is similar to what I am also asking about.

If you have gotten a request kindly share with me.

GaneshErike
Tera Contributor

Hi Lucas and Dnima, I have also similar question.

If you got any request or solution, Kindly share with me.

 

Thanks in advance.

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Last update:
‎09-21-2020 10:04 PM
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