test an inbound email action in a pre-prod ServiceNow instance

[vivek11]

Hi Team,
I need help to test an inbound email action in a Test Environment instance. Can some help me?

Inbound email action name = Update Idea record work notes
Table = idea

Type = Reply

Action =

if (current.getTableName() == "idea") {

    // email reply to Work Notes

    current.work_notes = "Reply from: " + email.origemail + "\n\n" + email.body_text;

        current.update();

}

[Dr Atul G- LNG · Accepted solution]

Hi @vivek11 

• Activate the property in Pre-Prod to enable email.

• Ensure the shared mailbox is added in the outbound properties—emails will go to the user, and this prevents confusion.

• Set up the email account/server in Pre-Prod.

• Create an incident in Pre-Prod and add yourself as the caller.

• You will receive the email in the shared mailbox defined in the property.

• Reply from the shared mailbox and check the inbound action.

[vivek11]

Hi @Dr Atul G- LNG 
Thank you for quick reply,

i have done all this steps for IDEA record, but still it is not reflecting in worknotes. Could you please help me?

Activate the property in Pre-Prod to enable email.

Ensure the shared mailbox is added in the outbound properties—emails will go to the user, and this prevents confusion.

Set up the email account/server in Pre-Prod.

[Dr Atul G- LNG]

Hi @vivek11 

I’m not a developer, but you can cross-check your code against the OOTB (out-of-the-box) inbound action

gs.include('validators');

if (current.getTableName() == "incident") {

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

if (gs.hasRole("sn_incident_write") || gs.hasRole("itil")) {

if (email.body.assign != undefined)

current.assigned_to = email.body.assign;

if (email.body.priority != undefined && isNumeric(email.body.priority))

current.priority = email.body.priority;

}

if (current.canWrite())

current.update();

}

[Ankur Bawiskar]

@vivek11 

it's simple.

2 ways

a) Actual testing

1) enable incoming email in your TEST instance and then send email to the instance email address

OR

b) test without enabling incoming email

1) You can also test by creating email record and provide all the required details.

2) Navigate to below path and click on New.

If my response helped please mark it correct and close the thread so that it benefits future readers.