E-mails to be excluded from ticketing

martarynca
Mega Explorer

‎04-23-2025 05:21 AM

Dears,

we are currently implementing SNOW for OtC. Based on my understanding all users with our company's domain are by default pushed to raise a query in the system. Having in mind the part of our business located in sales department, would it be possible to remain them in current WoW, which means they will still be able to send an e-mail to our team and the ticket will be opened (as it is for externals)?

How should be proceed?

thanks in advance! 

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Vishal Jaswal
Giga Sage

‎04-23-2025 10:24 AM

Congratulations @martarynca ! Which snow - snow software which is part of Flexera or Snowflake?
as far as I know, ServiceNow is refered and NOW or SN or ServiceNow.

If you are refering "ticket" as Incident in ServiceNow then yes, via e-mail sent to ServiceNow an Incident can be created with ServiceNow's Inbound e-mail actions: https://developer.servicenow.com/dev.do#!/learn/courses/xanadu/app_store_learnv2_automatingapps_xana... 


Hope that helps!
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