Is there a way to check if the incoming email is High Importance in Inbound email action?

Nagashree5 · ‎04-05-2024

Hi All,

Can we check if the incoming mail is high importance? if it is the priority of the incident created needs to be critical,

TIA.

Dr Atul G- LNG · ‎04-05-2024

HI @Nagashree5

In inbound action we have:

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Nagashree5 · ‎04-14-2024

Hi @Dr Atul G- LNG ,

Thanks for the response. Is there a way to check if the incoming is high importance in the code?

Because for the high importance emails, the priority of the incident will be critical and the rest will be priority low.

Thanks.

Dr Atul G- LNG · ‎04-15-2024

Hi @Nagashree5

Yes, you can use this field in script

https://www.servicenow.com/community/itsm-forum/incoming-email-prioritizing-to-critical/td-p/729997

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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