Directing inbound emails to correct ticket type
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03-13-2024 09:04 PM
All, We are a relatively small service desk team that have recently implemented SN ITSM. At the moment allows users to send 'tickets' via email. We have a service portal, and actively encourage users to log INC and REQs/Catalog Items through this, but due to , 20 year practice within the company of submitting tickets via email, its a hard habit to break. We very rarely get any tickets logged via phone and there is no chat support offered.
Our implementation partner suggested and configured inbound emails to go into Interactions. We do not have a dedicated call centre, so the Level 1 tech are tasked with triaging and turn into these interactions into INC or REQ (as well as actually responding to the tickets). This is very time consuming and we do not have the staff to keep up this practice, not to mention by allowing this we are not encouraging the users to provide all the required details up front.
Management have decided, for various valid reasons, that we can not turn of ticket submission via email yet.
How are other in similar positions processing inbound emails? Any Suggestions? All i have seen on the forums is: https://www.servicenow.com/community/itsm-forum/how-do-you-consider-inbound-emails-incident-or-inter...
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03-13-2024 10:33 PM
Hi @dmorgan_isc challenge here is how to decide the received email in servicenow to check whether to transfer the interaction record to Incident or request? There is no OOB field on interaction record to validate this, you would need to do some customization let's say you have a field on Interaction table with choices incident,request then you can map this in inbound email action and ask users to include it in their email this way you can have a after insert BR on interaction table which can check this field and trigger incident or request automatically with all the mappings,
Alternate way is to educate users to submit ticket via Portal to avoid all this customisations
Harish
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03-26-2024 09:56 AM
Hi @dmorgan_isc ,
we are using different email addresses: e.g. incident@company.com and request@company.com and enforce the user to the correct use of it. According to the email address, we open respective tickets, either incidents or requests. It doesn't prevent misuse but works a lot better than having one email address for everything.
Maybe it will help you.
Best Regards
Matthias
