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DINMA
Tera Contributor

‎02-20-2024 01:52 AM

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

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Aniket Bhanse
Tera Guru
In response to DINMA

‎02-20-2024 04:00 AM

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"

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Aniket Bhanse
Tera Guru
In response to Aniket Bhanse

‎02-20-2024 09:43 PM

While you send the email to your group from Outlook, you can simply add the Servicenow's instance email address. So that Servicenow will understand its an incoming email and will create a Servicenow Incident ticket (with the help of Inbound Email Action)

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

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DINMA
Tera Contributor
In response to Aniket Bhanse

‎02-22-2024 06:03 AM

On my ServiceNow environment, there is no option for 'inbound Email'. May be the feature is not available. So how do I activate that feature?

DINMA_0-1708610547995.png

 

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to DINMA

‎02-22-2024 06:07 AM

Opps,, search with Inbound Action

 

AGLearnNGrow_0-1708610812770.png

 

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DINMA
Tera Contributor
In response to Dr Atul G- LNG

‎03-03-2024 06:58 PM

 thank you but there is no 'inbound' options 

DINMA_0-1709521103955.png

 

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Aniket Bhanse
Tera Guru
In response to DINMA

‎03-04-2024 02:18 AM

Following cold be the reasons why you do not see "Inbound Actions":

1) You do not have Admin role

2) You may have mistakenly impersonated any user

3) Make sure you are checking it in the Dev environment

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