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

vivek11 · ‎08-20-2025

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 · ‎08-20-2025

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.

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View solution in original post

vivek11 · ‎08-20-2025

Hi @Ankur Bawiskar
Thank you for quick reply,

I have done this, but mail details in not showing in Idea Worknotes... Could you please help me?

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

2) Navigate to below path and click on New.

Ankur Bawiskar · ‎08-20-2025

@vivek11

are you sure your inbound action got processed or not?

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

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

GlideFather · ‎08-20-2025

Hi @vivek11,

and is the incoming email really a reply?

You can change/simplify the conditions to increase the probability of success in order to see difference.

Is it adding a Work Note as required:

if so, then it was a problem with condition(s),
if not, conditions might have been ok and the problem is elsewhere..

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

GlideFather · ‎08-20-2025

@vivek11 and another thing I recalled is that comments and work notes might work with "+="

Like this:

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

//changed from "=" to "+="

Let me know if that helped

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

vivek11 · ‎08-21-2025

Hi @GlideFather
Thank you for reply,
Yes, incoming email really a reply

FYI =

What It Does:

Checks if the email is related to an idea record.

Appends the email reply (including the sender and message body) to the Work Notes of that idea.