Inbound Email Action

[coreyhirsch]

Hi all,

I have a story that requires an email response of Yes or No. When a user response with either, a form on for a task on mobile asset reclamation will update a specific field to either yes or no.

Here is where I am having trouble: Testing
 I go through the whole processes where an email is sent to the user. I'll navigate to System Mailbox >> Outbound >> Outbox. I will see here that the email was sent to the user. I will open this email and copy what is in the body. 

I will then go to System Mailbox >> Inbound >> Inbox and select New. In the body field, I will paste the email that was originally sent to the user but add in a Yes or No. I will set the Subject to re: Mobile Asset Info. I will then submit and Reprocess the email.

This will then fire the email back to the system, trigger my inbound email action and flow/subflow, and update the field to either yes or no, depending on the response.

Instead of testing the email response like this, is there a way (without enabling emails being fired of in test and DEV to all users) to test it like it is intended? Have the system email the user from the dev/test environment, and then the user response back via email with either yes or no?

[J Siva]

Hi @coreyhirsch 

I don’t think the system can send or receive emails without enabling the Sending/Receiving functionality.
However, we do have an option to route all emails to a specific mailbox instead of sending them to the intended recipients. This should be used only in Non-Prod environments.

To configure this:

1. Go to Email Properties.
2. Add your email address in the field Send all email to this test email address (non-production testing).

This way, all emails will be directed to your mailbox, and you can respond from there.

Note: To trigger the inbound action, the email sent from the system must be addressed to your profile. If you respond to an email intended for another user, the system will not process your response.

Regards,
Siva

[Ajay_Chavan]

hey @coreyhirsch 
you can try sending all Emails to Test Address

make sure you follow below:

Navigate to: System Properties > Email Properties

Set: "Send all email to this test email address"

Property: glide.email.test.user
Value: your.testemail@company.com

Enable: "Email sending enabled" = true

Enable: "Email receiving enabled" = true
Refer LINK:

 https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0957766

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0523577