generate incidents with incoming emails

[luisgerez30]

Hello, good afternoon,

I wanted to ask how to generate incidents in ServiceNow through an incoming email. I've been checking some pages but can't find the option in my company's ServiceNow. Could it be that it's a paid option in ServiceNow? Or could I not see that option because I'm only technical support staff? My manager is listed as an administrator in ServiceNow, but he didn't have time to check it either, and I wanted to know if I can access it to automate a process at my job.

I look forward to your comments.
Thank you.

[SANDEEP DUTTA]

Hi @luisgerez30 ,

Please use "inbound action", An inbound action in ServiceNow is a mechanism that triggers automated processes based on predefined conditions associated with incoming emails. It acts as a powerful tool for processing incoming communication, allowing for the automatic creation or updating of records within the platform, such as incidents, tasks, or any other relevant entity.

Watch this Video :https://youtu.be/VhnUFrE5mGM

Yu can also follow the steps and build your own : How To Create A Record With An Inbound Email Action In ServiceNow - The Snowball

[Ankur Bawiskar]

@luisgerez30 

this should happen out of the box on incident table. you need not do anything for this.

Whenever user sends an email to instance the below inbound email action of type "New" will run and create the incident with the details from email

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@luisgerez30 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.