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ServiceNow - Inbound Email Actions

ServiceNow - Inbound Email Actions


Inbound email actions enable an administrator to define the actions ServiceNow takes when receiving email. Inbound email actions are similar to business rules, using both conditions and scripts. The inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If the conditions are met, the inbound email action runs the script.

By default, if an email has no identifiable watermark, an inbound email action attempts to create a new incident from the message. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.

To add an Inbound Email Action:
  1. Navigate to System Policy > Email > Inbound Actions
  2. Click New
  3. Complete the fields on the form