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Email Parser functionality for Security Incidents

AndreeaI
Tera Contributor

‎07-29-2025 06:45 AM

Hi everyone,

 

I’m currently looking into implementing the Email Parser functionality specifically for Security Incidents in ServiceNow, and I’d really appreciate some guidance. .

 

Has anyone worked with Security Incident Email Parsing before?

 

How can I properly implement the Email Parser at the Security Incident level?

What kind of email template should clients use when reporting incidents via email to ensure proper parsing and record creation?

 

Any best practices, examples, or documentation you can share would be extremely helpful.

 

Thanks in advance!

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Tim Boswell
ServiceNow Employee
ServiceNow Employee

‎07-29-2025 09:00 AM

Hello, there are a lot of resources out there on this topic, but here are a few to get you started:

https://www.youtube.com/watch?v=KotP-o9FZng

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993628

https://www.servicenow.com/community/developer-forum/parsing-values-from-email-via-flow-desginer/m-p...

https://www.servicenow.com/docs/bundle/yokohama-security-management/page/product/security-operations...

How-To Transform Emails into Security Incidents
How-To Transform Emails into Security Incidents
youtube.com/watch?v=KotP-o9FZng
Learn how to streamline the security incident reporting process in ServiceNow using your email plugin. Discover how to set up the process that allows you to forward emails directly to your ServiceNow instance with just one click. in this demonstration the email will be parsed and automatically ...
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