Inbound Email action - Notifications

[Gousia Syed1]

Hi,

I have a doubt related to email logs. When we open email logs ,under reciepients email ids, how can i find where and in which application (ex: inbound action or notification), that email id is involved. In the sense how can i search where this email id is used.

Thanks,

Ruby

[Prabu Velayutha]

Hi Ruby

In Personal Developer Instance (PDI) user there is new change to disable sending and receiving emails on PDIs. Read the article in the below link:

https://developer.servicenow.com/blog.do?p=/post/sending-emails-from-pdis/

I would suggest testing is not required this an OOB functionality and will work as expected, you need to make sure the OOB inbound actions and notification are active.  What exactly you want to understand by testing?

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

[Gousia Syed1]

Hi Prabhu,

what do you mean by OOB inbound actions to be active. What i understand from our previous conversations is , For this type of things, we need only an event i.e registered in event registry and notification (type: Email) which includes the whom to send and what it contains section to give mail ids. Here how inbound action plays any role in this scenario. If so can you tell me which inbound action does this?

Please correct me if i m wrong, only event in event registry and a notification enough or do we need to cofigure inbound email action also?

Thanks,

Ruby

[Prabu Velayutha]

Hi Ruby,

Yes you are correct! Inbound actions is only used in scenario if you need user responses captured or updated on the ticket , based on the watermark example in subject line Re 1NC000123 it will update the respective incident with the email response from the user in the Notes section of the ticket.  Inbound actions are used for create Tickets or update tickets or approvals. There are OOB Inbound actions available to handle these uses cases, unfortunately it cannot be tested with PDI. 

Inbound Action is a separate use case not to confuse with notifications. 

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