Auto-generating Requests from emails

[Jason Stephens]

Is anyone auto-generating requests based on the content of an incoming email? We have a generic email address that we would like to forward to Service Now and auto-generate requests. Sounds simple enough, so I was hoping someone had already implemented.

Thanks for any help you can give me....

[Community Alums]

Thanks for posting this, it was very helpful.

[Jason Stephens]

Cool....

This is what I was looking for, but I was hoping for something that was a little more friendly to a an email coming in like "I would like to get a computer moved from here to there" kind of thing. I realize that this would require some email parsing (probably a lot), and would be complicated. This is definitely a start in the right direction though. Thanks for the info, and I will pass along any ideas I have....

[shane_davis]

Hi, we are using Service Catalog Request VERY simply. We do not have any items nor workflow setup. The fields we use are listed below. I would like for an employee to be able to email our Exchange service desk email (servicedesk@company.com) and that email create a new Request assigned to the group Service Desk.

I would like to prefill the following. We use an LDAP connection to AD to populate the Requested for information.

Requested for = requested_for......sc_request table
Location = location......task table
Department = u_department......sc_request table
Business phone = u_business_phone.......sc_request table
Short description = short_description......task table
Request state = request_state.....needs to set to state in_process which = Approved.......sc_request table
Assignment group = assignment_group......task table
Additional comments = comments......task table
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All help is appreciated!!

[Troya1]

Has there been any new OOTB development for this in the last 12 years?