Create Incident via Email

[surbhi9]

Hi there,

I'm trying to submit an Incident through mail. I have a Record producer that creates an Incident after Submitting it. And also the variables will get populated under the Variables tab of Incident. 

Now I'm trying to do this through mail. Whenever the email contains the subject line "XYZ" an incident needs to be created and the email body data needs to be mapped to Incident fields and Variables. 

I tried with Inbound Actions. With this, I'm able to map only Incident fields but, could not able to update variables. Can anyone help with this? 

Thanks in advance!

[Dr Atul G- LNG]

Hi @surbhi9 

Did you try there

or you can can use flow designer and in that cal; Inbound action and can do mapping.

[surbhi9]

Hi @Dr Atul G- LNG 

How I will be mapping the values to incident variables? As the incident variables ideally get mapped from record producer variables, once the user submits RP.

[Dr Atul G- LNG]

Hi @surbhi9 

You can map variable only for Record prouder, for Email, you need to write script to parse the email body and then assign to filed. Which is more tricky and need a good customization.  

[Mark Manders]

Why do you have variables on an incident? And how are you trying to map those? Can you share your inbound action?