How to create a request through email

[Hrithikah]

Hi All,

We’ve received a requirement to create a request directly from an email. We attempted to configure this using Flow designer and the “Submit a Catalog” action by triggering a catalog; however, this approach doesn’t meet our needs.

Specifically, we need to create a request without triggering any catalog items, while still generating the associated RITM and SC Task records.

Could anyone please advise on how we can achieve this?

Any guidance would be greatly appreciated.

Regards,

Hrithika Paida

[Ankur Bawiskar]

@Hrithikah 

I will recommend to create REQ, RITM for your catalog item for fulfillment.

This is the standard approach for catalog

OR

If you simply want agents to work on tasks then why not create Incidents for this?

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[Ankur Bawiskar]

@Hrithikah 

see this link for inbound flow parser for incoming email

Easiest way to Trigger Catalog Item Request via Inbound Email  à good one

also check this

Launch a #ServiceNow Catalog Item from Email via Flow Designer (LIKE A BOSS) 

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[Ankur Bawiskar]

@Hrithikah 

Thank you for marking my response as helpful.

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[yashkamde]

Hello @Hrithikah ,

according to your use case use Inbound email action in flow designer for triggering the request

and then Create request record and RITM record manually to link with the email triggered..


If you want full flow I can share though,
If my response help the mark as helpful...

[Hrithikah]

Hi ,

Thanks for your response,

I tried this but we are unable link the Request and RITM together, the flow is creating Request and RITM separately.

Any idea how to link them?