While working with one of my clients last year, we kept running into an issue that may sound familiar to others who use ServiceNow as their driver for ITSM. Here’s the situation: There’s noise flying around your system in the form of emails. For out-of-box (OOB) configurations of ServiceNow, almost all new inbound emails create an Incident record.
What I’ve come up with involves creating an inbound action that triggers before it hits the “Create Incident” inbound action. This action will order a hidden item from the Service Catalog and will provide the subject and body text for the incoming email. I call these hidden items “Inbound Action Items.” Here’s how to make one.