How to automatically create a Service Request from an incoming email using Advanced Email Monitoring in Ivanti Neurons for ITSM

NCSi’s Jerry Hall demonstrates how to configure email-driven service request creation by building a generic request offering, capturing the required Service Request and Fulfillment Plan values, creating custom fields and Quick Actions, configuring workflows, and setting up Advanced Email Monitoring to automate the entire process.

This step-by-step tutorial walks administrators through the complete configuration process, helping organizations streamline service intake, reduce manual effort, and improve response times by converting emails directly into actionable service requests.

Topics Covered:

  • Creating a generic Service Request offering
  • Publishing required business objects and fields
  • Capturing Service Request template and fulfillment values
  • Creating custom Service Request fields
  • Building Quick Actions to create requests and populate parameters
  • Configuring Service Request workflows
  • Setting up Advanced Email Monitoring
  • Testing and troubleshooting email-to-service-request automation
  • Best practices for email-driven request creation

Whether you’re implementing automation for the first time or looking to enhance your existing Ivanti Neurons for ITSM environment, this tutorial provides a practical approach to turning incoming emails into fully functional Service Requests.

Presented by:
Jerry Hall, NCSi Senior ITSM Consultant

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