Best Practices for Managing Inbound Email Actions
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02-26-2025 12:52 PM
I’m currently designing several Inbound Email Actions (IEAs) and struggling to figure out the best way to organize them effectively.
Is there a way to control the order in which IEAs are processed?
For instance, I created a new IEA to generate change requests from emails that include "Termination" (or variations of it) in the subject line. However, the IEA for creating incidents is also being triggered by these messages.
Would the best approach be to continuously refine the conditions for the Create Incident IEA to prevent overlap with other IEAs?
This seems a bit inefficient, but maybe that’s the intended way to handle it?
I also tried using the Override field, but unfortunately, it didn’t work as expected.
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02-27-2025 09:27 AM - edited 02-27-2025 09:28 AM
Your Conditions should be unique and ensure you check the Stop Processing' check box to stop anything else being processed (if that is the requirement) .
As to which runs first on the same table, you can just use order, but only on the same table.
Recommended article for Inbound Action Tips: Inbound Actions Tips - ServiceNow Community
Regards
Paul
