Inbound Email Action for Specific domains

[monkalope]

I hope I am not missing another topic that has already touched base on this but if I did I apologize. We are getting ready to start working on some inbound actions and here are some scenarios:

Email will be sent to a specific address > hits exchange and we will redirected to SNC Instance.
We want the inbound action to look for 1 or 2 specific domains as they would have some specific assignment rules (groups, priority, etc.).

Any assistance would be appreciated.

[Joe_Employee]

Have you looked at:

http://wiki.service-now.com/index.php?title=Inbound_Email_Actions#Creating_a_User_from_Incoming_Email

[dave_m13]

Hi

The last time I did this with an inbound action trying to populate the domain it did not work.
So something like below would never pass the display value, I tried using the exact sys id that did not work either.

if (emailTo.indexOf("snctest@domain.com") >= 0) {
current.domain.setDisplayValue("UK");

What I did was amend the Create Inbound Action to include the following so the assignment field will populate based on where the e-mail has come from.

var emailTo=email.to;
emailTo=emailTo.toLowerCase();

current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;

var sid = gs.createUser(email.from);

if (emailTo.indexOf("snctest@domain.com") >= 0) {
current.assignment_group.setDisplayValue("Service Desk UK");
}
if (emailTo.indexOf("snctest1@domain.com") >= 0) {
current.assignment_group.setDisplayValue("Service Desk US");

etc etc.

To get the domain field to be populated with the correct domain I changed the OOTB BR - Domain - Set Domain - Incident to something similar to below. Though I actually think I used company.sys_domain rather than caller_id.sys_domain in the end.

if (current.caller_id.sys_domain == '' || current.caller_id.sys_domain == 'global') {
current.sys_domain = current.u_task_for.sys_domain;
}
else {
if (current.caller_id != '') {
current.sys_domain = current.caller_id.sys_domain;
}
}

I believe this is fine for users that are already in Service Now, however for users that are not i.e. new Incident to be raised as guest, this makes things a little more difficult as guest is a global user.

Hope this helps.

Cheers
Dave