Keywords in an incoming email to auto-assign to an Assignment group

[domban]

Hi, I understand ServiceNow offers the ability, out of the box, to have customers add keywords to their emails in order to have the email auto-assigned to specific assignment groups.

Maybe something like "Assign:Backup-L1" in the subject line of message body (or something :-))

Is that correct? If so, can anyone direct me to the standard keywords I can use?

Thanks!

[JD31]

Hello domban,

ServiceNow allows reading variables from the email body. It can be found here. I've been using it since London and shouldn't have any issues when upgrading your instance.

Example:

[EMAIL]

variable: test_text

[INBOUND ACTION]

current.short_description = email.body.variable;

This will update the Short Description to show the "test_text" in it.

[domban]

Wonderful, thanks for your help

[Ashutosh Munot1]

Hi,

So there is a format for that as you mentioned. See this link

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/notification/referenc...

Also as you know assignment group is a reference field and you need to hardcode it in email for assignment then please create a property and put sys_id of that group in that property and call that property in this inbound action.

Thanks,
Ashutosh

[domban]

Thanks very much