How to differentiate two mail ids withing a single mailbox that will be used in Inbound action

[GarimaU]

Hi

Please help me with answer for the below scenario. 

Scenario: We have one mailbox (globalmailbox) to which mails will come from end user and vendors. Mail coming from end user to global mailbox, an incident should be created. Mail coming from vendors to globalmailbox, service request should be created

End user mail id:enduser@globalmailbox.com, vendor email id: vendor@globalmailbox.com .

Ques: On inbound action global mailbox will be used, so how to differentiate 2 mail ids within single globalmailbox. What condition can be implemented.

Note: End user or vendor may or may not enter scenario specific subject

[Dr Atul G- LNG]

Hi @GarimaU 

I am not 100% sure, but create these 2 IDS as users in SN and then use them in the Inbound action.

[GarimaU]

Thank you for the reply. So we have one mailbox where both vendor and end user would be sending mail. The mails received from global mailbox would then be redirected to ServiceNow. In the above screenshot of inbound action, we can only select one user at a time.

[Dr Atul G- LNG]

Hi @GarimaU 

I take this as a base

Inbound Action: 1, where user is end user 

If mail is coming from an end user to a global mailbox, an incident should be created. 

End user mail ID:enduser@globalmailbox.com, 

Inbound Action 2, where user is a vendor

Mail coming from vendors to global mailbox, a service request should be created

Vendor email ID: vendor@globalmailbox.com.