How to create an incident when email is sent to any DL or shared mailbox?

[Rahul Mishra4]

Suppose anyone sends an email to abc@xyz.com and an incident should get created in ServiceNow instance.

[Alp Utku]

You can easily achieve your requirement by using Flow Designer. Your trigger should be "Inbound Email" and you can add conditions like "recipients contains abc@xyz.com" and receive type is one of Forward, New and Reply to make sure you cover all use cases (or just use the conditions based on your use case)

Then, you can proceed with "Create Incident" action to create the Incident accordingly

[Rahul Mishra4]

That doesn't seem to be working.

[Alp Utku]

We have been using this solution  for the exact same use case since over a year working perfectly

Sorry to hear that, It's not working for you

[Rahul Mishra4]

I tried the same steps which you suggested and when sent an email to the DL, there's no incident. How SN will recognize if that DL email belongs to instance? Do we need to configure some other thing apart from the one you mentioned above?

[Saurabh Gupta]

Hi @Rahul Mishra4 

If there is any other mailbox (other than instance@service-now.com) from which you want to trigger the inbound action first step would be to auto forward that email to instance@service-now.com mailbox.

This can be done by messaging/O365 team.

Once forwarding is enabled inbound action will work.