Create incident via email only with particular domain mail ids
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06-25-2025 06:38 AM
HI Community,
I have a requirement, only domains with mail id @tesla.com and @Ford.com needs to create an incident any other mail id with different domains should not create an incident.
For example: when the sender is @tesla.com >> process and create an incident
when the sender is @Ford.com >> process and create an incident
when the sender is @honda.com >> do not process, incident should not be created
How can we achieve this
How can we set the condition in inbound email action

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06-25-2025 07:00 AM
Hi,
You can start by taking a look at email address filters.
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06-25-2025 07:28 AM
Hello @suuriyas !
Inside the Inbound Email Action, add the following script in the Condition field:
email.from.endsWith('@tesla.com') || email.from.endsWith('@Ford.com')
Please consider marking my answer as helpful and accepting it as the solution if it assisted you in any way.
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06-25-2025 08:41 AM
Hello @suuriyas ,
You can try using the default condition builder for this. In there, use the User or User ID field (since it's a reference field), and dot-walk further to the user's email. Once you have the email field, you can set the condition to check if it ends with @tesla.com
or @ford.com
.
Also, I noticed in my instance that if the sender isn’t present in the User table, the User field gets set directly as a string. In that case, you can just use the User field itself in the condition and apply the same ends with check.
It really depends on how your org handles incoming emails — some orgs block unverified senders at the email, so those won’t even make it to the instance. If that’s the case, then just checking the user’s email should be enough.
You can configure all of this directly in the Inbound Action condition builder. I'm adding a screenshot below to help out. Let me know if you face any issues — I’ve implemented a similar setup before, so happy to discuss further if needed!
Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.
Regards,
Aniket
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07-22-2025 03:55 AM
Hello @suuriyas ,
Just wanted to check in to see if my earlier response helped you out or if you're still facing any issues. If your query is resolved, it would be great if you could mark my reply as helpful and accept it as the solution — that way it can also benefit others who come across the thread later.😊
Also, if you found any other responses helpful, feel free to mark those as helpful too. You can even accept multiple solutions if they contributed to resolving your issue.
Let me know if you need anything else!
Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024