Automatically create universal request from an inbound email

Universal requests can be automatically created from the information received by emails. The auto-creation of universal requests enables faster response time and quicker resolution for employees compared to the agents manually creating requests from emails.

Configure the email IDs in the General email address for Universal Requests (sn_uni_req.ur_email) property. For more information, see Universal Request properties. By default, an email sent to these configured mail IDs will automatically create a universal request. Incoming emails marked with high importance will create universal requests with high priority (Priority 1).

By default, the solution definition is configured and the predictive model is auto-trained when the following conditions are met.

• The Universal Request (com.snc.universal_request) plugin is installed.
• The Predictive Intelligence (com.glide.platform_ml) plugin is installed.
• The Predictive Intelligence for Universal Request plugin (com.snc.universal_request.ml) plugin is installed. This plugin requires a separate subscription and must be activated by a ServiceNow personnel.

On instances where Predictive Intelligence for Universal Request is active, the following solution definition and business rule are available:

Parent Topic:Unified ticket experience setting

Related topics

Create universal request automatically for department tickets via other channels

Email notification preferences for your service

Configure a catalog item or record producer to create a universal request