Create inbound email actions to define the actions that the system takes when an email is received.
Role required: admin
-
Navigate to All > System Policy > Email > Inbound Actions.
-
Select New.
-
Fill in the fields as described in the table.
Note: You might need to configure the form to see all fields.
Field
Description
When to run
Name
Enter a descriptive name for this email action.
Target table
Select the table where the action adds or updates records.
Action type
Select the type of action the instance takes. Select **Record Action** to modify a record in the instance, or select **Reply Email** to have the instance send an email back to the source of the inbound email.
Active
Select the check box to activate the inbound email action. Clear the check box to disable the action.
Stop processing
Select this check box to help prevent the system from running additional inbound email actions after this action runs.
Redact sensitive data
Select this to mask sensitive data such as personal details, SSN, credit card details.**Note:** Available only when Sensitive Data Redaction for Inbound Emails plugin is activated.
Type
Select the message type required to run the action. The action runs only if the inbound email is of the selected type. Available types are:- New: An email that is not recognized as a reply or forward.
- Reply: An email with a watermark with an In-Reply-To email header, or whose subject line begins with a recognized reply prefix.
- Forward: An email whose subject line begins with a recognized forward prefix, even if the email also contains a watermark or In-Reply-To header.
**Note:** By default, inbound emails of the Forward type always generate new incidents regardless of the presence of a watermark. If this behavior doesn’t match your business logic, you can change the recognized reply and forward prefixes to treat forwards like replies.
Required roles
Specify required roles that the sender must have to trigger the inbound action.
Order
Enter a number that specifies when this inbound action runs relative to other inbound actions that use the same target table. The instance processes the action with the lowest order number first.
From
Select the user required to run the action. If a user is selected, the action runs only when the email sender matches the user name. Leave this field empty to perform the action for all users.**Note:** If the selected user is later archived or deleted, the restriction is removed and anyone can trigger the inbound email action.
Condition
Specify the condition that must evaluate to true to trigger the inbound action. Build a condition with the choice lists or enter a statement that determines when the inbound email action runs. For example:```
email.subject. startsWith ( "chg:" )
```
Actions
Field actions
This field appears if the **Action type** is **Record Action**. Specify how information in the email is inserted into the record. For example, select **\[Created by\]** **\[From email\]** **\[Sender\]**, so that when the request is inserted, you can see who it is for.
Reply email
This field appears if the **Action type** is **Reply Email**. compose the email message to send to the source that triggered the inbound email action.
Script
Enter the script that the action runs. Typically, this script uses the validators script include and email variables. A template is provided:
```
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger) {
// Implement email action here
})(current, event, email, logger);
```
The following objects are available:
- **current**: access the record referred to by the inbound email. For example, `current.assigned_to` accesses the person assigned to the task.
- **event**: access one of the parameters of the originating event. For example, `event.parm1` accesses the first parameter of the event or `event.parm2` for the second parameter. See [Events](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/events.md) for more information.
- **email**: access the inbound current email record. For example, `email.subject` accesses the content in the subject line of the email. See [Accessing email object variables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-administration/r_AccessingEmailObjsWithVars.md) for more information.
- **logger**: add a message to the log file with the source set to `email.`. For example: `logger.log ("Some information")`
Description
Description
Enter a detailed explanation of what this inbound email action does.
Other fields
Order
Enter a number to define the order in which this email action should be processed. Actions with lower numbers are processed first. The Ordered Email Processing plugin does not activate this field.
Parent Topic:Use Inbound email actions