ServiceNow: Building Powerful Workflows

How to do it…

1. Open any standard web browser and type the instance Web address.
2. Log in to the Service-Now instance using your credentials.
3. On the left-hand side, type inbound email action, and Service-Now will search out the module for you.
4. Click on Inbound Email Actions, and then click on the New button.
5. Configure the main section of the inbound e-mail action as follows:

• Name: Create incident by mailbox
• Target table: incident

Inbound Email Action - Reply

6. Configure the When to run section as follows:

• Type: Reply
• Condition: email.to.indexOf("[e-mail]" || email.to.indexOf([e-mail]))>=0;

Inbound Email Action - ...