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 activities. 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 System Notification → Inbound Email Actions;
- Click New, fill in the form and then click Save.
Role required: admin |
Inbound Email Actions form fields
| Field | Description |
|---|---|
| Name | The displayed name of the action. |
| 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. |
| 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). |
| Active | Select this checkbox to activate the action. |
| Dsn | Select this checkbox on to trigger the action in response to the Delivery Status Notification letters. |
| Invitation | Select this checkbox on to trigger the action in response to the Invitation letters. |
| Order | Enter the number to define the order of action processing. Actions are processed in ascending order (lower numbers are processed first). |
Stop Processing | Select this checkbox to terminate other inbound actions after the current action runs. |
| Reply email | Compose the email message to send to the source that was the trigger of the inbound action |
| From | Reference to the user, on behalf of which the script is executed, or the reply letter is sent. |
| Filter conditions | 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 in one condition. |
| Script | Enter the script that the inbound email action runs. You can use all methods of server-side API classes here, |
| Table | Choose the target table here. |
| Description | Enter the detailed description of what this email action does (this is optional). |