When we send a mail to SN how to automatically group the customers and theit domains

[mania]

Hi,

We need to create a ticket via email. For instance, if the email is from abc@hhh.com, then the system must automatically group the customers ( organizations-HHH ) based on their domain name (@hhh.com) and apply the SLA policy for HHH( 8*5). if the email is from xyz@kkk.com, then the system must automatically group the customer ( organization-KKK) and apply the SLA policy for KKK(24*7).

Can anyone please help on this, It will be usefull.

Thanks!

[Mark Manders]

What do you mean by 'group the customers'? What does the email do? Does it create a ticket? Then the ticket should be set to the company of the sender and your SLA definitions should be created based on the field you use on the ticket for that company.

The 'group by customer' is quit unclear.

[mania]

@Mark Manders ,

Does it create a ticket? Yes, The ticket should be trigger from that particular company and also schedule a sla policy to that particular company domains as shown in above so can you explain me how to do that in steps.

Thnaks!

[Mark Manders]

You can use any OOB inbound mail flow or inbound email script as an example for the creation of a ticket. You aren't giving enough information to help with that.

And the SLA definition should be based on the field you use on your ticket to define which customer/company this ticket is from. 

Both functionalities are basic ServiceNow functionality of which a lot of examples are in every instance. To get any more specific, information is needed that you haven't shared.