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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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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View solution in original post

GlideFather · ‎08-21-2025

Hi @vivek11,

have you tried the += ?

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