In our environment we are using service desk 12.9 and if it possible to create automatic incident/service request/Change order based on the customer email.
Could any one advice it is possible and if possible please provide the document.
The out of the box functionality, Maileater, is capable of monitoring mailboxes and creating tickets. However, this likely won't work for your scenario as it only works with plain text email.
I think your best option would be to build a custom PAM process that monitors an inbox for new email, strips out the formatting of the email, and then generates s SDM ticket.
This likely wouldn't be a trivial process.
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