ZOS Mainframe send a email from mainframe batch job to open a Service Now ticket

[CICSPROG]

I'm a SN knob...no experience.  I want to send and email that gets generated on a IBM mainframe to send to Service now so a ticket can be opened in Service Now for responsible group. 

Specifically, we want to use TMON MQ and send a message to the syslog.  That syslog message will generate the email.  The hard part is formatting the email so SN creates a TICKET.

Help! 

[Arpan Baishya]

Hi @CICSPROG,

Would it be possible for you to make configurations on the ServiceNow instance you're dealing with?

If so, you may consider two options. -

1. Create an Inbound Email Action so that you may add scripting in it to create a ticket for a specific type of inbound email. 

Create Incident - an example of an inbound email action.

2. Create a new flow using Flow Designer where you can leverage the built-in Inbound Email trigger to help achieve your goal. This wouldn't involve any scripting and would be the easier option for you, in my opinion.

Create Case from Email - an example of an email-based flow.

 Hope this gave you an idea of how you may want to proceed. 

[Dr Atul G- LNG]

Hi @CICSPROG 

Greetings!!

You can check OOTB Inbound Action and the flow to get your requirement fulfil.

[bdfbgdg]

Certainly, integrating an IBM mainframe-generated email with ServiceNow to create a ticket involves several steps. Here's a high-level overview of the process:

1. Mainframe Configuration: Configure your IBM mainframe to generate the necessary message when a certain event occurs. In this case, you're using TMON MQ to send a message to the syslog.

2. Syslog Configuration: Configure the syslog on your mainframe to properly handle the messages generated by TMON MQ. This may involve specifying the correct facility and severity levels for the messages.

3. Email Formatting: The syslog-generated message should be formatted in a way that ServiceNow can parse and understand. The message should ideally contain relevant information such as the ticket requester, description, priority, and any other necessary details.

4. ServiceNow Email Integration: Configure ServiceNow to accept emails and automatically create tickets from them. This usually involves setting up an inbound email action in ServiceNow and defining rules to map email fields to ServiceNow ticket fields.

5. Data Mapping: The content and structure of the email generated by the syslog must match the expected format for ServiceNow ticket creation. This might involve including specific keywords or formatting the email body in a way that ServiceNow's email processing can correctly map to fields like requester, description, and priority.

6. Custom Scripting (if needed): Depending on the complexity of the email formatting and data mapping, you might need to write custom scripts or use intermediary tools to transform the email content into the required ServiceNow format.

7. Testing: Thoroughly test the integration by simulating various scenarios where the mainframe generates messages. Verify that the emails are correctly received by ServiceNow and that tickets are being created with the desired information.

8. Monitoring and Maintenance: Once the integration is live, continuously monitor its performance and ensure that any changes or updates to the mainframe or ServiceNow don't disrupt the email-to-ticket process.

Please note that this is a complex process that requires technical expertise in both mainframe systems and ServiceNow. It's recommended to involve professionals or consultants who are experienced with both platforms to ensure a successful integration. Backhoe Grapple Attachment