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Inbound email actions allow defining the actions an instance takes when receiving an email. They allow to process inbound email as either an automatic reply or as a record in the system. The processing takes into account the type of incoming mail and other attributes into account.

They are similar to business-rules in the usage of scripts and conditions that perform actions on the target table. Emails are checked by the inbound email actions for defined conditions and some watermark that associates the email with a task.  If If the conditions are met, then the inbound email action performs the pre-configured activities. They may be of two types:

  • Record Action: runs a specified script.
  • Reply Email: when triggered, sends an email in reply when triggereda reply email.
Note

For inbound email processing, the default email account must be configured preliminary. See Email processing to learn more about email accounts configuring.

Inbound email actions are most commonly used for processing to process emails (for example, create a new Incident incident when a received an incoming email containing contains "Incident" in the subject line).

How to create an

Configuring inbound email action

  1. Navigate to System Notification → Inbound Email Actions.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.
Tip

Role required: admin.

Inbound Email Actions form fields


Use case

We need to configure an inbound action implementing the following logic:

  • When the system receives an email with topic containing keyword "access", a new incident is created and assigned to the group responsible for security and access to the system and data.

We create an inbound action as below:

FieldValue
NameCreate incident (access issue)
Action TypeRecord Action
TypeNew
ActiveTrue
Script


Code Block
languagejava
themeEclipse
titleScript example
collapsetrue
ss.importIncludeScript('EmailHelper');
const helper = new EmailHelper();

(function runAction( /*SimpleRecord*/ event, /*SimpleRecord*/ email) {
  const letter = email.subject.match('aсcess'); //Keywords checking
  if (letter) {
    const incident = new SimpleRecord('itsm_incident');
    incident.subject = email.subject;
    incident.caller = helper.userIDbyEmail(helper.parseSender(email.from)); // If the sender's address is registered in the system,
// the Caller field will contain reference to an existing User record. If the address is unknown, the caller will be defined as Guest
     incident.description = email.body_text;
     incident.state = '-2'; // State is Registered
     incident.contact_type = '20'; // Type is Email
     incident.assignment_group='162920380313692887'; // ID of the group responsible for security and access
     incident.impact = '2'; // Moderate
     incident.urgency = '2'; // Moderate
     incident.insert();
  }
})(event, email);
FieldMandatoryDescriptionNameNThe displayed name of the action.TypeN

The message type required to run the action. Available choice options:

  • New – newly created letters, neither reply nor forward.
  • Reply – letters of this type usually have distinctive features, for example:
    • Subject line beginning with a recognized prefix (optionally);
    • Reply-To email header included in message.
  • Forward – forward letters, in line with the reply letters, usually can be distinguished by watermarks, or subject lines, or any other features.
  • All – these category summarizes all the letters (new and reply and forward letters).
Action TypeN

The action type. Available options:

  • Reply Email
  • Record Action.

When the "Reply Email" option is chosen, then the action behavior is to send an email in reply when triggered.

When the "Record Action" option is chosen, then the script is running (it should be specified in the Script field).

Note

Please note that the Reply Email inbound action uses a default email account for sending emails, even when more than one email account is available.

DSNN

Select this checkbox to trigger the action in response to Delivery Status Notification letters.

Note

This option is applied as long as selected inbound action Type is All.

InvitationN

Select this checkbox to trigger the action in response to Invitation letters.

Note

This option is applied as long as selected inbound action Type is All.

Reply EmailNCompose the email message to send to the source that was the trigger of the inbound action.FromY

Reference to the user, on behalf of which the script is executed, or the reply letter is sent.

Filter ConditionsN

Specify the condition that must be met to trigger the inbound action. Use the Condition Builder to build a filter that fits your needs. You can create complex AND and OR filters, more than one condition in one filter.

Once the condition is met and the action is triggered, the email will be processed and/or an event may be created. So the record of the table specified in the Table field is not accessible.

ScriptNEnter the script that the inbound email action runs. You can use all methods of server-side API classes here.TableNSelect the table where the action adds or updates records.DescriptionNEnter the detailed description of what this email action does (optionally).ActiveN

Select this checkbox to activate the action.

OrderNEnter the number to define the order of action processing. Actions are processed in ascending order (lower numbers are processed first).

Stop Processing

NSelect this checkbox to terminate other inbound actions after the current action runs.

Inbound actions logging
Every inbound action triggering is logged in the Script Log table. Trigger logs These logs can be filtered using the criteria below:
  • Source IS InboundAction
  • Essence Document IS (or CONTAINS, or STARTS WITH, or ENDS WITH) Email.
 Note
The Essence Document field is responsible for email processed by inbound action. You can enter full address or a part of it, and you can use precision or imprecision condition operators, respectively.
Use the Condition Builder to build filters that fit your needs.
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