Request an Inbound Email Filter for ServiceNow

Table of contents


The Service Catalog form for requesting filtering of inbound email to create incidents or tickets is ServiceNow Inbound Email Rule Request. The form requests several pieces of information required to create an inbound email action in ServiceNow. These actions monitor email sent to the ServiceNow inbound email address, and matches on specific fields, like the address to which the mail was originally sent (either a reflector/Google mail account, or direct to ServiceNow), or what's in the subject of the inbound email. If an email matches the criteria of the action, it will generate either an incident or a ticket, depending upon the needs of the requestor. Requests for inbound actions will need to be approved by the requestor's manager; there should be a real need for the action.

Certain fields can be pre-set in the incident or ticket, such as Contact, Service Offering, Assignment group, Category, etc. at time of creation.


Group Email Address

The Group Email Address field is the address to which mail will be sent to be filtered in ServiceNow. It can be a mail reflector, Google group or Google shared email account. It is recommended to request a Google Group. All current UMD mail reflectors will be converted to SOMETHING on/about DATE.

If you don't currently have a reflector or Google Group/Account, you can Request a Google (G Suite) Group. If you are requesting a group or account specifically for this purpose, please add at least one of the ServiceNow team (like David Arnold (davida)) as a co-administrator of the entity. This will make it easy for initial setup & testing in sub-production instances, as well as any required updates over the lifetime of the inbound action.

If the Group Email Address will have mail forwarded to it via another list, the ServiceNow team will need to know any/all of those addresses too. For example, if you set up Google Group "A", and some other list "B" has "A" as a member, we will need to know both address "A" and address "B", as the original "To" address will be what is detected when the mail comes in to ServiceNow, being the original recipient.


What To Create

The What to create choice indicates what you would like created, an incident or a ticket. Incidents are intended to be used for specific issues which impact service delivery for a customer, while tickets are intended for monitoring and internal work situations. If customer interaction is required, an incident is recommended.


Service Offering

The Service Offering field is important in classifying and categorizing incidents and tickets. As an inbound action is designed for a specific purpose, auto-populating the field will save time later. There should be


Assignment Group

The Assignment Group field indicates to which Assignment group the new incident or ticket will be assigned. If this is an existing group, select it from the drop-down list. If the group does not currently exist, clicking New Group will cause the following fields to be revealed:

  1. New Assignment group name: Name should conform to the pattern dit-application/team (like dit-servicenow-admins), unless it's for a non-DIT entity. The ServiceNow team will work with you on Assignment group names.
  2. Description of new Assignment group: A brief description of what need the inbound action fulfills.
  3. New Assignment group owner: The owner of the Assignment group is able to administer the group in SIMS and Grouper. They are also responsible for renewing the group on a yearly basis.
  4. New Assignment group co-owner(s): Anyone else you wish to be able to administer the group in SIMS and Grouper.
  5. New Assignment group manager: The manager of the group itself and it's members. This field is important, as it's used in some approval and workflow actions.



The Notes/comments field is for any other information you would like to convey, such as any addresses to add to the Watch list or Work notes list, or anything else related to the creation of the incident or ticket.