Inbound email actions allow defining the actions an instance takes when receiving an email.
They are similar to business-rules in the usage of scripts and conditions that perform actions on the target table. Inbound email actions check the email for some watermark that associates it with a task and checks for other conditions. If the conditions are met, then the inbound email action performs the preconfigured actions. They may be of two types:
- Record action: setting a value for a field in the target table.
- Email reply: sending an email back to the source that triggered the action.
Inbound email actions are most commonly used for processing emails (for example, create a new Incident when received an incoming email containing "Incident" in the subject line).
How to create an inbound email action
- Navigate to the System Notification → Inbound Email Actions;
- Click New, fill in the form and then click Save.
Inbound Email Actions form fields
| Field | Description |
|---|---|
| Stop Processing | Turn this checkbox on to stop processing after this action runs. |
| Dsn | Turn this checkbox on to make the action reacting to the Delivery Status Notification letters. |
| Invitation | Turn this checkbox on to make the action reacting to the Invitation letters. |
| Type | The message type required to run the action. Available choice options:
Reply letters usually have distinctive features, such as watermarks with an In-Reply-To email header, or whose subject line begins with a recognized prefix. Forward letters have similar features. And "all letters" are the letters that are not recognized as a reply or forward messages. |
| Order | Enter the number to define the order of action processing. Actions are processed in ascending order (lower numbers are processed first). |
| Name | The displayed name of the action. |
| Active | Turn this checkbox on to activate the action. |
| Action type | The action type. Available choice options:
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). |
| Script | Enter the script that the inbound email action runs. You can use all methods of server-side API classes here, |
| Reply email | Compose the email message to send to the source that was the trigger of the inbound action |
| Description | Enter the detailed description of what this email action does (this is optional). |
| Table | Choose the target table here. |
| From | Select a user to run the action. If the user is selected, then the action runs only when email sender and user name are the same; otherwise; the action runs for all users. |
| Sys created by | Information about who has created the record. |
| Sys updated by | Information about who has updated the record. |
