Requirements

• many-to-one assignment (one assignment group can have many email addresses)
• should not have to edit code to add/update/delete queue mail aliases
• should ignore Cc: address list

Proposal

• create a related table under Assignment Groups for Mail Aliases
• modify the Create Incident inbound action script to use the new table to match To: address to Assignment Group

Steps

• create/populate table 'u_group_mail_aliases':
  • u_email (string)
  • u_group (reference to sys_user_group)

• update the Create Incident inbound action with something like this:

  Code Block

  // bw -- expose headers and text in description (just for PoC) // current.description = email.headers + email.body_text; // bw -- find assigment group by doing a lookup in u_group_mail_aliases // loop through email.direct var addresses = email.direct.split(","); for (var i=0; i < addresses.length; i++) { var alias = new GlideRecord('u_group_mail_aliases'); alias.addQuery('u_email', '=', addresses[i]); alias.query(); if (alias.getRowCount() > 0) { break; } } // if there was an alias match, use it to assign group if (alias.getRowCount() > 0) { // first match wins! alias.next(); current.assignment_group = alias.u_group; }

  
  

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The mail alias binding to groups happens at the Group level in Adminstration Administration controls. Click a group, and then bottom of the dialogue page contains a tab called "Group Email Alias".

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When YSS completes their work, and the alias is configured for the appropriate SN group, the email intake will auto-assign to the appropriate group.

Opinions on Service Now and inbound mail

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Incident Draft