Inbound Email Actions in ServiceNow are powerful automation tools that process incoming emails and convert them into actionable records or updates within the platform. These actions enable seamless communication between external users and the ServiceNow system through standard email protocols.
Whe…Inbound Email Actions in ServiceNow are powerful automation tools that process incoming emails and convert them into actionable records or updates within the platform. These actions enable seamless communication between external users and the ServiceNow system through standard email protocols.
When an email arrives at a designated ServiceNow mailbox, the system evaluates it against configured inbound email action rules. Each rule contains specific conditions that determine whether the action should execute based on email properties such as sender address, subject line, body content, or target table.
The primary functions of Inbound Email Actions include creating new records like incidents, requests, or tasks from incoming emails. They can also update existing records when users reply to notification emails, maintaining conversation threads and adding comments or work notes to the appropriate tickets.
Key components of an Inbound Email Action configuration include the Target Table, which specifies where new records will be created. The Action Type determines whether to create new records, update existing ones, or run custom scripts. Conditions define when the action triggers based on email attributes. The Script section allows administrators to write custom logic for processing email data.
Common use cases involve allowing end users to submit incidents by sending emails to a support address, enabling technicians to update tickets through email replies, and creating change requests or service catalog items from structured email templates.
Best practices for implementing Inbound Email Actions include setting up proper email filters to prevent spam from creating unwanted records, using watermarks to correctly associate replies with existing records, and implementing security measures to validate sender authenticity.
Administrators should test inbound actions thoroughly in sub-production environments before deployment. The Email Log provides valuable troubleshooting information for diagnosing issues with email processing. Proper configuration ensures efficient collaboration between users and the ServiceNow platform while maintaining data integrity and system performance.
Inbound Email Actions in ServiceNow
Why Inbound Email Actions Are Important
Inbound Email Actions are a critical feature in ServiceNow that enable automated processing of incoming emails. They allow organizations to streamline workflows by automatically creating, updating, or triggering actions on records based on email content. This reduces manual effort, speeds up response times, and ensures consistent handling of email-based requests.
What Are Inbound Email Actions?
Inbound Email Actions are system rules that define how ServiceNow processes incoming emails. When an email arrives at a ServiceNow instance, the system evaluates it against configured inbound email actions to determine what action to take. These actions can:
• Create new records (incidents, requests, tasks) • Update existing records • Add comments or work notes • Trigger workflows or business rules
How Inbound Email Actions Work
The processing flow follows these steps:
1. Email Reception: ServiceNow receives an email at a designated mailbox.
2. Condition Evaluation: The system checks the email against conditions defined in inbound email actions, including: - Target table - Conditions (sender, subject line patterns, etc.) - Stop processing flag - Order of execution
3. Action Execution: If conditions are met, the configured script or action runs to process the email.
4. Record Creation/Update: The system creates or modifies records based on the action configuration.
Key Components to Understand
• Target Table: Specifies which table the action applies to • Conditions: Define when the action should execute • Order: Determines the sequence of evaluation (lower numbers process first) • Stop Processing: When enabled, prevents subsequent actions from running • Action Script: Custom code that defines what happens when conditions are met
Exam Tips: Answering Questions on Inbound Email Actions
Focus on Processing Order: Remember that inbound email actions process in order based on the Order field. Questions often test your understanding of which action executes first.
Understand the Stop Processing Flag: This is frequently tested. When enabled on an action, no further inbound email actions will evaluate for that email.
Know the Watermark Concept: ServiceNow uses watermarks in reply emails to match responses to existing records. Exam questions may ask how replies get associated with original records.
Target Table Importance: The target table determines which existing records can be updated. Be clear on how this affects record matching.
Default Actions: ServiceNow includes out-of-box inbound email actions for common tables like Incident. Know that these exist and how they function.
Common Exam Scenarios: - Identifying why an email created a new record instead of updating an existing one - Understanding the role of conditions in filtering emails - Determining the correct order for multiple actions - Recognizing when custom scripts are needed versus standard configurations
Practice Tip: Review the system properties related to email processing, such as glide.email.read.active, as these may appear in scenario-based questions about troubleshooting email issues.