Email and Servicenow Request submission


Email integration is essentially fusing email functionalities with the rest of the concept of marketing. This helps to make a unified platform for customers and leads. With email integration, one can combine the efforts of marketing and communication for clients, prospects or users to interact with them more efficiently. Email inbound integration is one of the services that feature task-based records. The actions specified in the integration allows the users to create and update the task-based records. Defined actions then parse the email and process the same via scripts.

Out-of-the-box, email inbound integration allows user to create and update the below task -based records primarily.

  • Incident
  • Change
  • Problem

Typical flow of this feature is depicted below:

  • The user needs to compose an email to Service now requesting for a ticket (incident/change/problem) to be created with relevant details
  • POP Reader in Servicenow instance reads the email and creates or updates the ticket with the help of inbound action defined
  • Once the ticket is created or updated, instance sends the notification back to the user with some watermark embedded in the email
  • User replies back to the email which is sent by the instance. The response from user is again captured in the ticket as an update using the watermark
  • Ticket can be resolved automatically by replying to the email sent by the instance
  • To perform all the above operations, scripting is key factor in the defined inbound action

The same feature can be used to submit your request with the certain number of customizations. The typical flow to determine this integration is:

  • Define your catalog Item
  • Define a new inbound action to submit a request in sc task table
  • Use the out-of- the-box package “cart” which is available in the instance to submit a request using the details received in the email
  • Parsing logic needs to be built in your inbound action effectively to submit the request against the specific catalog item
  • Based on the need, you may need to configure the catalog task inbound action for any updates on the specific request submitted already.

This way the requests can be submitted by just sending an email without being logged into the Service now portal or self-service page.

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