Inbound Email Action

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DikshaC13033718
Tera Contributor

‎07-25-2025 02:18 AM

You’re setting up an Inbound Email Action for the Incident table. If the subject contains the word "Urgent" and the email has a PDF attachment, it should create a High Priority Incident. If the subject contains "Query" and has no attachments, it should not create a record, but log an email log entry for reference. Emails from @external.com domains should be ignored entirely.

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Dr Atul G- LNG
Tera Patron

‎07-25-2025 07:49 AM

Hi @DikshaC13033718 

You need to create two separate inbound actions and add the necessary conditions to each.

 

https://www.servicenow.com/community/developer-forum/inbound-mail-script-to-check-for-attachments/m-...

https://www.servicenow.com/community/developer-forum/checking-if-an-inbound-email-has-an-attachment/...

 

DrAtulGLNG_0-1753454939917.png

 

****************************************************************************************


Regards


Dr. Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer


LinkedIn: https://www.linkedin.com/in/dratulgrover


YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG


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Dr Atul G- LNG
Tera Patron

‎07-25-2025 07:49 AM

Hi @DikshaC13033718 

You need to create two separate inbound actions and add the necessary conditions to each.

 

https://www.servicenow.com/community/developer-forum/inbound-mail-script-to-check-for-attachments/m-...

https://www.servicenow.com/community/developer-forum/checking-if-an-inbound-email-has-an-attachment/...

 

DrAtulGLNG_0-1753454939917.png

 

****************************************************************************************


Regards


Dr. Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer


LinkedIn: https://www.linkedin.com/in/dratulgrover


YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG


****************************************************************************************************************
Known Issue in the ServiceNow Community


Currently, there is a limitation when embedding screenshots directly into a Community post or question. Members may not be able to download the image or zoom in sufficiently to view the details. For better visibility and quicker resolution, you can either:



  • Attach the image as a file so members can download and view it at full resolution, or

  • Embed the image using a larger image size. This needs to be done manually when creating the post.