Book Image

ServiceNow Cookbook

By : Ashish Rudra Srivastava, Dustin Turner
Book Image

ServiceNow Cookbook

By: Ashish Rudra Srivastava, Dustin Turner

Overview of this book

ServiceNow is the ideal platform for you to create enterprise-level applications, giving borh requesters and fulfillers better visibility and access to a process. With this title we’ll guide you through the world of ServiceNow, letting you take on the best the platform offers you with the least amount of hassle. Starting with the core configuration and management tasks, this book will help you build data-driven apps and it will also explore development best practices. You will learn to set up email notifications for users and work with the database view for reporting. Next, the book will guide you through creating various tasks from the workflow and show you how to make the most of the workflow utilities available in ServiceNow. Finally, the book will drive you through the auditing and diagnosing aspects of ServiceNow. By the end of this book, you will acquire immediately applicable skills to rectify everyday problems encountered on the ServiceNow platform.
Table of Contents (14 chapters)
ServiceNow Cookbook
Credits
About the Author
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface

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 tableIncident

    • 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...