incident creation via any incoming email

skumar_srbh — Mon, 17 Jan 2022 10:39:50 GMT

Hi . . .

Does ServiceNow allow to create incident tickets based on the email from an user whose account is not available in the instance.

Thanks.. Kumar

Re: incident creation via any incoming email

Vaishnavi Lathk — Mon, 17 Jan 2022 11:52:25 GMT

Hello,

Automatic INCIDENT generation via email.

If we want to create an incident after triggering email to ServiceNow instance we have to use the module called Inbound Email action, by using this module we can achieve this functionality.

Some configuration is needed to do this which are as follows:

I– Configure email properties:

Firstly, we need to enable incoming email by enabling receiving email otherwise instance will not accept the email.
After enabling receiving email, we need to select particular email domain if needed for example: servicenow.com,gmail.com.outlook.com etc.

If user don’t want to select particular domain then we need to mention ‘*’(star) which means instance will take action from all the domain.

II- Recipient email ID:

We provides recipient email id to end user which can be find under “Email accounts ” module as shown below:

III- Search for Inbound Actions:

In application navigator search for ‘inbound actions’ under email.

IV- Open Create Incident form.

After clicking on Inbound action there will be multiple record list will be populated
Search for create incident and open.

Name of action – this indicates the name of inbound action
Record name: here we choose table on which we want to create a record.
Action type: which type of action we want e.g. Reply email, record action. Always use record action to generate record.

V- Conditions:

Under condition we can give condition as per requirement

For e.g. user wants particular subject to create incident in this we can give the condition as give bellows snap.

VI- Fields value initialization:

There are two ways to initialize record values

By using script
By field actions

VII- Ready to use:

After these configuration end users can send email to instance to create the incident ticket

FLOW of Inbound email:

Regards,

Vaishnavi

If my answer is worthy. Please mark as Helpful or Mark as Correct

Re: incident creation via any incoming email

Maik Skoddow — Mon, 17 Jan 2022 12:04:01 GMT

with some efforts it might be possible, but is absolutely NOT recommended. Everybody in the world can flood your instance with emails/incidents and your security department will not be amused.

Kind regards
Maik

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