---
sourceDocument: Australia Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/service-management-for-the-enterprise

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Request creation using inbound email actions

# Request creation using inbound email actions {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Requests can be automatically created or updated from the information in inbound emails
as long as the functionality has been enabled on the configuration screen of SM application. The
emails are also to be sent to a mailbox defined by criteria in the appropriate inbound email
action.
After the functionality has been enabled by selecting the Requests can be created and updated by inbound email option on the application configuration
screen, three inbound email actions are available for the SM applications available in the
base system. These inbound email actions are also available for new applications created
using the SM application creator.
* **[Create a request from an inbound email](https://www.servicenow.com/docs/d4W~T_TUx11R3nYUBzZ~aQ)**   
  Requests can be automatically created from the information in inbound emails as long the functionality has been enabled on the configuration screen of SM application. The emails are also to be sent to a mailbox defined by criteria in the appropriate inbound email action.
* **[Create a request from a forwarded inbound email](https://www.servicenow.com/docs/uELo_b3frA~YvkzDube5Lw)**   
  Requests can be automatically created from the information in forwarded inbound emails as long the functionality has been enabled on the configuration screen of SM application. The emails are also to be sent to a mailbox defined by criteria in the appropriate inbound email action.
* **[Update a request from an inbound email](https://www.servicenow.com/docs/xllzJS8720Ceqpt_2_tQDA)**   
  Requests can be automatically updated from the information in inbound email replies as long the functionality has been enabled on the SM application's configuration screen. The emails must also be sent to a mailbox defined by criteria in the appropriate inbound email action.

**Related topics**   

* [Email and SMS notifications](https://www.servicenow.com/docs/access?context=c_EmailNotifications&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Inbound email actions](https://www.servicenow.com/docs/access?context=c_InboundEmailActions&version=australia&pubname=australia-platform-administration&ft:locale=en-US)