question Re: Email alert coming from fls1-m in Developer forum

Email alert coming from fls1-m

ServiceNow Use6 — Mon, 13 Apr 2026 18:38:36 GMT

Hi,

The requirement is

Create Service Now Incident cases for email alert coming from fls1-m-a@a.com to support@a.com Subject starts with fls1-m, but not restricted to this subject should generate incident cases with the following details.
Incident Account - CPLC
Site - FLS1
Category - Manage - Infrastructure
Subcategory - System Alert
State - New
Impact - 2 - Medium
Urgency - 1 - High
Assignment group - Cloud Operations

I did this as of now, please correct me if wrong

Regards

Suman P.

Re: Email alert coming from fls1-m

Vishal Jaswal — Mon, 13 Apr 2026 20:42:42 GMT

Hello @ServiceNow Use6

Looks good. Please check Stop Processing as well so that if out-of-the-box "Create Incident" inbound email action is active, then it won't run after your custom inbound email action. You can try updating oob active to false to find out whether that it is causing the issue or not.

You can always find logs in the "syslog" table to understand the issue if it is not working.

Re: Email alert coming from fls1-m

Tanushree Maiti — Tue, 14 Apr 2026 04:45:41 GMT

Hi @ServiceNow Use6

It looks good. Test it and let us know whether it is working or not.

Re: Email alert coming from fls1-m

ServiceNow Use6 — Tue, 14 Apr 2026 05:01:12 GMT

Hi @Vishal Jaswal @Tanushree Maiti,

How to test the scenario? In DEV, there are no emails associated, might be in PROD and I don't want to do it in DEV. Can you please help.

Regards

Suman P.

Re: Email alert coming from fls1-m

Srikanth_9 — Tue, 14 Apr 2026 05:26:35 GMT

Hi @ServiceNow Use6,

Everything looks but for 'Description' field use $ {body_text}.

If you use $ {body}:

Contains the raw email body.
May include HTML tags, Inline CSS, Images as encoded content.
For Example: Server CPU high Threshold crossed

If you use $ {body_text}: (Recommended)

Contains the plain-text of the email body.
HTML is removed.
For Example: Server CPU high Threshold crossed.

If you have any other questions, please post it here will help you.

If the provided solution is useful/working, please Accept as Solution and hit the Helpful.

Thanks & Regards,

Srikanth Akula.

Re: Email alert coming from fls1-m

Srikanth_9 — Tue, 14 Apr 2026 05:34:11 GMT

Hi @ServiceNow Use6,

As of now use your personal mail id and check whether it's working or not in the DEV instance.

If the provided solution is useful/working, please Accept as Solution and hit the Helpful.

Thanks & Regards,

Srikanth Akula.

Re: Email alert coming from fls1-m

Vishal Jaswal — Tue, 14 Apr 2026 13:59:21 GMT

Hello @ServiceNow Use6 ||
1. Add your e-mail in the recipients starts with as well.
2. Update the Description to ${body_text} as suggested by @Srikanth_9

Ensure that you are in sync with your platform admin team so that they know you are going to send few dummy e-mail to your non-production instance to validate this inbound e-mail action and also to get sys_email table access from them so that you can see all the e-mail received and send from your non-prod ServiceNow instance related to validation.

Re: Email alert coming from fls1-m

ServiceNow Use6 — Tue, 14 Apr 2026 13:59:22 GMT

Hi All,

I used Flow Designer for this and i am getting emails from PROD and reprocess the email.

Regards

Suman P.

Re: Email alert coming from fls1-m

Srikanth_9 — Tue, 14 Apr 2026 14:10:46 GMT

Hi @ServiceNow Use6,

If everything working fine, please close this thread by accepting a solution and mark it as helpful. So that it will be useful for future references.

If the provided solution is useful/working, please Accept as Solution and hit the Helpful.

Thanks & Regards,

Srikanth Akula.