How to create a request when an email is sent to a specific email address.

[Vijay Kumar4]

I need to create a request when an email is sent to a specific email address. What configurations are required for this?

Currently, my org has an existing email-to-incident setup, where sending an email to vjdev@service-now.com automatically creates an incident. However, I want to create a request instead when an email is sent to vjtest@service-now.com.

Since incident creation is handled by an inbuilt Email Action, how can I configure the system to create a request specifically for emails sent to vjtest@service-now.com?

Note: Please do not change anything with the existing vjdev@service-now.com email rule. It will continue to work as it is.

[Rohit Singh]

Hi @Vijay Kumar4 ,

You can refer this details video.

Service Catalog Item from Email  

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Regards,
Rohit

[Ankur Bawiskar]

@Vijay Kumar4 

you can have 1 more inbound action on REQ table and which checks if email came from above email address

then use Cart API to submit REQ and RITM

try{

	var cartId = GlideGuid.generate(null);
	var cart = new Cart(cartId);
	//add your requested item to the cart by sys_id of the catalog item
	var item = cart.addItem('0336c34407d0d010540bf2508c1ed096', 1);

	//fill in the variables on the request item form
	cart.setVariable(item, "asset", "00a96c0d3790200044e0bfc8bcbe5dc3");
	cart.setVariable(item, "multiple_choice", "Phoenix");
	var rc = cart.placeOrder();
	gs.info(rc.number);

}
catch(ex){
	gs.info(ex);
}

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[Vijay Kumar4]

@Ankur Bawiskar Thanks for your response. I just want to create a request with only the Assignment Group and Priority. Also, for incident creation, I haven't added any conditions based on the email address. Are there any additional configurations needed to create the request similar to the incident?

Do I need to configure an 'Email Account' for this? Currently, there is already an 'Email Account' set up, which creates an incident when an email is sent to a specific address. Do I need similar configurations for request creation since we're using a new email address for it?

[Ankur Bawiskar]

@Vijay Kumar4 

you want INC and REQ both to be created when an email comes from that email.

you only require a new inbound action on REQ table and have script there and check if email came from that email address

Nothing to do with the SMTP account

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