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Hi Nikhil,

Could you share a little more about how the ServiceNow incident is being created today?

For example:

• Are you using an Inbound Email Flow?
• A Workflow?
• The native ServiceNow integration?
• A custom Data Action?

The answer will depend on where the Impact field is currently being set and whether the email content is available to your logic before the incident is created.

Hello Sir,

Good day,

I am using Email Flow. I have done integration with service now.
I am using data action to create Incident on Service now.

Right now Impact variable i am passing to service now its 2  for all emails.

Just i want to automate this may because all time emails are not same, some time CX will tell on there email impact or many people have same issue.

on this situation what we can automate ?

Regards 

------------------------------
Nikhil Mokhashi
Senior IT Telecom Engineer
------------------------------


Original Message:
Sent: 06-09-2026 05:48
From: Phaneendra Avatapalli
Subject: Solution for Impact capture from Email Body.

Hi Nikhil,

Could you share a little more about how the ServiceNow incident is being created today?

For example:

• Are you using an Inbound Email Flow?
• A Workflow?
• The native ServiceNow integration?
• A custom Data Action?

The answer will depend on where the Impact field is currently being set and whether the email content is available to your logic before the incident is created.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hello Sir,

Good day,

I am using Email Flow. I have done integration with service now.
I am using data action to create Incident on Service now.

Right now Impact variable i am passing to service now its 2  for all emails.

Just i want to automate this may because all time emails are not same, some time CX will tell on there email impact or many people have same issue.

on this situation what we can automate ?

Regards 

Hi Nikhil,

Could you share a little more about how the ServiceNow incident is being created today?

For example:

• Are you using an Inbound Email Flow?
• A Workflow?
• The native ServiceNow integration?
• A custom Data Action?

The answer will depend on where the Impact field is currently being set and whether the email content is available to your logic before the incident is created.

Another approach that may be worth exploring is whether ServiceNow can perform the impact classification after the incident is created. I'm not a ServiceNow expert, so I can't confirm the specific capability, but many ITSM platforms support business rules, workflows, or similar logic that can evaluate the incident description and automatically set fields such as Impact, Priority, or Category.

If that capability exists in your ServiceNow environment, it could be another option to consider, especially if you prefer to keep incident classification logic within the ITSM platform rather than Genesys Cloud.

Hello Sir,

Good day,

I am using Email Flow. I have done integration with service now.
I am using data action to create Incident on Service now.

Right now Impact variable i am passing to service now its 2  for all emails.

Just i want to automate this may because all time emails are not same, some time CX will tell on there email impact or many people have same issue.

on this situation what we can automate ?

Regards 

Hi Nikhil,

Could you share a little more about how the ServiceNow incident is being created today?

For example:

• Are you using an Inbound Email Flow?
• A Workflow?
• The native ServiceNow integration?
• A custom Data Action?

The answer will depend on where the Impact field is currently being set and whether the email content is available to your logic before the incident is created.

Hi Nikhil,

You can also use Email AI Intent feature to find the impact of the email. Define your Intents as the definition of impact and use 'Detect Intent' function to find the impact.

------------------------------
Jyoti Sharma
Senior Design Consultant
------------------------------

Hi Joyti,

Good day,

Already i am using intent to detect Incident or request. 
As you know if i add 3 more intent to detect Impact 
Impact --1 --low

impact2--medium 

impact3-- high

But i did this challenge is flow only look incident it will not go other intent 

If any suggestion let me know. if it not work i will go with Lambda 

Regards

------------------------------
Nikhil Mokhashi
Senior IT Telecom Engineer
------------------------------


Original Message:
Sent: 06-09-2026 09:37
From: Jyoti Sharma
Subject: Solution for Impact capture from Email Body.

Hi Nikhil,

You can also use Email AI Intent feature to find the impact of the email. Define your Intents as the definition of impact and use 'Detect Intent' function to find the impact.

------------------------------
Jyoti Sharma
Senior Design Consultant
------------------------------