How the fields auto populate to case form based on the sender's email address

[mania]

Hi,

These fields should auto populate to case form based on the sender's email address: Department, Account Number and etc. and I have all fields in case form so how can we auto populate?

If anyone have any idea please help me.

Thanks!

[ShubhamGarg]

Hello @mania ,

You can create an Inbound Email Action or Inbound Email Flows to achieve this.

Your field will also populate basis on this configuration.

You can fetch Sender's email using email.from

Kindly mark this as Accepted Solution/Helpful if above info. helps in any way and help in closing this thread.

Regards,

Shubham

[Musab Rasheed]

If Sender is mapped to fields like 'Opened for' or 'Opened by' and you have added fields like Department just by dot walking either of reference field then no need to add anything in Inbound action it will populate automatically, in case it is not dot walked or not mapped then you can set in inbound action script like below.

https://www.servicenow.com/community/developer-forum/inbound-email-action-retrieve-user-through-scri...