Create an incident Automatically via Email and Also update the field in the incident.

[Sales Engineer]

Hi Team, 

How can we create incident automatically from a email and also how can we update the fields while creating the ticket according to the mail received.

Thanks

[Vrushali Kolte · Accepted solution]

@Sales Engineer 

You need to use email inbound action for the same

Please refer this link for more info https://www.servicenow.com/community/itsm-articles/incident-creation-via-e-mail-inbound-action/ta-p/...

Please Accept my Answer if it works and mark it helpful, Thanks

[Vrushali Kolte · Accepted solution]

Hello @Sales Engineer ,

You can set the urgency field value as -

current.urgency = '1'; //Value which you want to set

current.insert();

current.urgency = '1'; //Value which you want to set
current.insert();

Also, please refer below link for additional information -

https://www.servicenow.com/community/developer-forum/how-to-set-incident-priority-from-email-subject...

If my answer solves your issue, please mark it as Accepted✔️ and Helpful👍.

[Vrushali Kolte · Accepted solution]

@Sales Engineer 

You need to use email inbound action for the same

Please refer this link for more info https://www.servicenow.com/community/itsm-articles/incident-creation-via-e-mail-inbound-action/ta-p/...

Please Accept my Answer if it works and mark it helpful, Thanks

[Vrushali Kolte · Accepted solution]

@Sales Engineer 

Can you please Accept the solution(s) if it works for you, it will be helpful for future readers as well if they will be facing the same kind of issue

Thanks!

[Sales Engineer]

@Vrushali Kolte Thanks , This is helpful . I've configured inbound email action. Additionally I'm able to update the 'assigned to' field according to the user defined in the mail. Can you please help me with how can I update the urgency field.

[Vrushali Kolte · Accepted solution]

Hello @Sales Engineer ,

You can set the urgency field value as -

current.urgency = '1'; //Value which you want to set

current.insert();

current.urgency = '1'; //Value which you want to set
current.insert();

Also, please refer below link for additional information -

https://www.servicenow.com/community/developer-forum/how-to-set-incident-priority-from-email-subject...

If my answer solves your issue, please mark it as Accepted✔️ and Helpful👍.