Inbound e-mail action - forward

For processing an e-mail that begins with forward prefixes, a new inbound action with the Forward type should be created so that the Service-Now mailbox can take appropriate action against forwarded e-mails.

Getting ready

To step through this recipe, you should have an active service-now instance, valid credentials, an admin role and an email box on Exchange Server.

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 in the search box, type inbound email action, and Service-Now will search out the module for you.
4. Click on the Inbound Email Actions module and then click on the New button.
5. Now configure the main section of inbound e-mail action as follows:
   • Name: Create Incident - Forward
   • Target table: Incident
   • Active: Mark true

Inbound Action - Forward type

6. It is important to note that in this recipe, instead of putting condition in condition box, we are putting condition...