How to setup new Inbound Email Action with Business Rule

[Cory Hitchings]

Hi all, 

I am setting up a new business group in ServiceNow, when someone emails their address, it create Incidents from these email addresses. 

Currently we have inbound actions to create a CALL if someone emails the Service Desk (let's say 'email1@domian.com') 

This works great, the Service Desk determines whether it's a Request or an Incident and triage's the email manually. 

What I am trying to accomplish is when someone emails email2@domain.com, this must skip the CALL creation, and create an Incident assigning it to the assignment group directly.  

Does anyone know what Business Rule I would need to create to skip the CALL creation and log the incident? 

Thank you!

[Michael Fry1]

No business rule is needed. You can add a condition on the Create Call inbound action, When to Run, to exclude processing for those emails. 

[Cory Hitchings]

Thank you for the response.  I am not exactly sure how to exclude these emails? 

I've added the email addresses here; but still is creating a CALL... any ideas? 

[Michael Fry1]

Look at the inbound email and see where the email address is found. It could be Recipients (guessing no since you tried), could be User or User ID if a user exists for that email address.

If none of them, you can try adding a condition at the bottom !email.to.includes('emailaddress') in the condition field.