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.

[Vijay Kumar4]

Currently, an incident is created when an email is sent to 'vjdev@service-now.com,' and this email is configured in the SMTP account. Now, I have a new email ID, 'vjdev-security@service-now.com' (just an example), and I need a request to be created when an email is sent to this new address.

Please note that for incident creation, there are no conditions set in the email action—it does not specifically check for the email address, yet incidents are still created when emails are sent to that address.

[Ankur Bawiskar]

@Vijay Kumar4 

SMTP is used for sending and not for receiving.

So please create the inbound action on REQ, OOTB there is no inbound action so you need not add any condition. ensure the TYPE = NEW

also check this link

How to launch Catalog Items from Email

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

[Vijay Kumar4]

@Ankur Bawiskar 

I have created a new Inbound Action for the Request table without adding any additional configurations or conditions.

Currently, when an email is sent to 'vjdev@service-now.com,' both an Incident and a Request are being created. My requirement is:

• Emails sent to 'vjdev@service-now.com' should only create an Incident (this is already working).

• Emails sent to 'vjdev-security@service-now.com' should only create a Request.

Where should I add the condition, and what should the condition be to achieve this?

[Ankur Bawiskar]

@Vijay Kumar4 

how did you configure the 1st part?

Do the same configuration for the 2nd point

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

[Vijay Kumar4]

@Ankur Bawiskar 

I'm not sure about that, as someone else configured it previously.

My main question is: Do I need to add the new email address anywhere in the ServiceNow instance for configuration?

Here is my requirement:

Please create the following email address in ServiceNow so that any emails sent to it will generate a ServiceNow ticket. The ticket should:

• Be created as a Request

• Be automatically assigned to the “SNOW_Security” group

• Have a priority of P4

Email: vjdev-security@service-now.com

Note: Please do not modify the existing email rule for vjdev@service-now.com. It should continue functioning as it is.