Incoming emails not creating incident

[Roshni1]

Hi 

Thank you in advance for reading my questions, fairly new to the community. 

The issue is that I have a requirement to have all emails sent to our Service Desk be converted into an Incident this includes emails that are sent from partner companies or vendors.

I built a flow designer with the inbound trigger as email and added our support desk as the email the other compaines are set up and SN and they are active.  

I thought I could use their user id as a trigger so when the email hits the support desk box the flow will find the user id which will then create the incident. 

Any assistance of what other ways I could do this so that all emails that come into our support inbox in outlook will create an incident.  We have the rule set on the inbox in outlook to send directly to SN but for some reason it doesn't pick up these emails. 

Again thank you for your assistance in advance. 

[Abbas_5]

Hello @Roshni1,
Firstly, we need to enable incoming email by enabling receiving email otherwise instance will not accept the email. After enabling receiving email, we need to select particular email domain if needed for example: servicenow.com,gmail.com.outlook.com etc.

Please refer to the links below:
https://www.servicenow.com/community/itsm-forum/incident-creation-via-any-incoming-email/td-p/464483

https://www.servicenow.com/community/developer-forum/inbound-email-not-creating-incident/m-p/2244646

If it is helpful, please mark it as helpful and accept the correct solution. In future, it might be helpful for someone to refer to this solution.
Thanks & Regards,
Abbas Shaik

[Dr Atul G- LNG]

Hi @Roshni1 

If you are doing this on PDI, let you know that in PDI emails ( incoming / outgoing) are blocked due to security constraints. You can follow this post to configure emails in PDI

https://www.servicenow.com/community/developer-forum/solution-how-to-configure-email-account-in-serv...