Incident assigned to a specific group

[Panagiotis Kons]

Hello, 

we used to create and assign an incident to a specific group, when someone sends an e-mail to a specific e-mail address. However this stopped working for some reason and I am not sure where to look at in order to find out why it doesn't work anymore. Can someone point me to the right direction in order to investigate the issue? I would like to know how to assign an incident to group xxx when I receive an e-mail from the address yyy@zzz.com.

Thank you

[Kieran Anson · Accepted solution]

Hi,

This would be done via either an inbound action or a flow. If this worked previously, there is likely an already existing inbound action that performs the action that needs to be investigated

Inbound email actions (servicenow.com)

Create a flow with an inbound email trigger (servicenow.com)

[Panagiotis Kons]

Thank you Kieran,

it was under the Inbound e-mail actions. I appreciate your help.

Regards