SNOW

[DINMA]

NEED Help to automate creation of SNOW tickets for emails in my group mailbox.

[Aniket Bhanse · Accepted solution]

That is correct. We can do that using Inbound Email Action in Servicenow.

Navigate to your Inbound Email Action and create a new record. Please select the table as "Incident" as you want the Incident record to be created. Please also select other fields which you want to populate.

In the When to run section, you can add condition as "Recipient" contains/is your group's email address.

If my response helps you in any way, please indicate it by selecting "Accept as Solution" and "Helpful"

[DINMA]

but since i don't see that inbound menu option in my own Service Now Instance, what do  i do to activate that menu option?

[Dr Atul G- LNG]

Hi @DINMA 

Seems you getting mixed 2 things

1. Either user or by outlook if email trigger to SN email ( It can be manual or automatic)

2 Then incident will be created via Inbound action

[DINMA]

Hi Aniket,

thank you for your reply but the email is not sent directly to ServiceNow. The email is sent to an Outlook mailbox.

so how would the MS-Outlook mailbox interact with ServiceNow, in order to auto generate an incident ticket from the email message.

[Aniket Bhanse]

You will have to keep the Servicenow instance's email address in your CC when the email is sent to Outlook mailbox.