Inbound Request Configuration

  • Release version: Zurich
  • Updated June 16, 2026
  • 2 minutes to read
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    Summary of Inbound Request Configuration

    The Inbound Request Configuration feature, available with the Sales and Service Core API plugin, enables ServiceNow administrators to define how inbound flows are processed and tracked. This configuration determines whether flows run synchronously or asynchronously and manages notification settings for completion statuses within inbound requests. It applies across CRM flows and supports better control and customization of request processing.

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    Key Features

    • Processing Mode Configuration: Choose between synchronous, asynchronous, or advanced (custom script-based) processing modes for inbound requests to optimize flow execution.
    • Notification Management: Configure notification preferences with options for no notifications, default notifications (for asynchronous requests), or custom notifications using predefined or custom events.
    • Metadata-Based Setup: Use the Inbound Request Configuration table (sntmtcoreinboundqueueconfig) to create and manage configurations via fields such as runmode, triggernotification, and configurationapi script.
    • Integration with Inbound Requests: The existing Inbound Request table references these configurations, enabling effective tracking and processing of workflows requiring completion status updates.

    Key Configuration Fields

    • Config ID and Label: Unique identifiers for each configuration record.
    • Active Flag: Controls whether a configuration is enabled.
    • Run Mode: Specifies synchronous, asynchronous, or advanced processing.
    • Trigger Notification: Defines when and how notifications are sent (None, Default, or Custom).
    • Configuration API: Supports scripts to process inbound requests, allowing advanced customization.

    Security and Roles

    Access to configure inbound requests is controlled by the sntmtcore.inboundqueueadmin role, which provides full create, read, update, delete, and reporting permissions. Administrators should assign this role or the broader sntmtcore.admin role to users responsible for managing these configurations. Additionally, delegated developers must have “Manage Update Set” permissions to ensure changes are correctly captured.

    Practical Benefits for ServiceNow Customers

    • Gain fine-grained control over how inbound CRM flows are executed and tracked.
    • Improve performance and user experience by selecting appropriate synchronous or asynchronous processing modes.
    • Customize notification mechanisms to align with organizational communication needs.
    • Ensure secure and auditable configuration management through role-based access and delegated development.

    Enables you to define the configurations to determine how each flow is processed and tracked within an Inbound Request.

    Overview of the Inbound Request Configuration table

    The Sales and Service Core API (com.sn_tmt_core) plugin is required to use the Inbound Request Configuration table (sn_tmt_core_inbound_queue_config).

    The Inbound Request Configuration table is a metadata table that must be configured to decide how a particular flow is executed, whether synchronous or asynchronous.

    The table can be used to perform the following tasks.
    • Enable admins to configure synchronous vs asynchronous processing of requests.
    • Adapt the Sales Customer Relationship Management Request Tracker across all CRM flows.
    • Enable configuration of notification types, whether default, custom, or no notifications.

    The Request Configuration field on the existing Inbound Request Table [sn_tmt_core_inbound_queue] is a reference to the new Inbound Request Configuration table (sn_tmt_core_inbound_queue_config).

    Any workflow that requires the tracking of a completion status, can use the Inbound Request Configuration table and configure whether a flow is synchronous or asynchronous.

    Fields on the Inbound Request Configuration Table

    An admin creates a record in the table and specifies the configuration using the run_mode, trigger_notification, and configuration_api fields.
    Table 1. Field and descriptionsList of fields on the inbound request configuration table, their descriptions, and the type of fields.
    Field Description Type
    Config ID Unique configuration ID for the metadata configuration. String
    Label Unique label name for the metadata configuration. Translated text
    Active Specifies whether the Inbound request configuration record is active or not. True/False

    Default value is False
    Run Mode Specifies whether a request runs synchronously or asynchronously. String (choices): Sync, Async, Advanced.
    • Synchronous: Synchronous processing.
    • Asynchronous: Asynchronous processing
    • Advanced: Use custom script to determine if the flow has to be synchronous or asynchronous
    Trigger Notification Specifies how you want to receive notifications.
    A notification is triggered in one of the following situations.
    • Trigger notification field is set to Default.
    • State of a request is Complete and the status is either Success or Partial success.

    The notifications for the record in the Inbound table are only received by whoever has initiated the flow.

    		 String (choices): None, Default, Custom
    • None: No notifications
    • Default: Notifications only for asynchronous requests.
    • Custom: Custom notification for asynchronous requests based on requirements.

      Configure custom notifications by using the existing event (sn_tmt_core.ibq.custom.notification) or by handling your own custom event.

      Default value for the field is Default.
    Configuration API Script required to process the inbound request.

    To learn more about the configuration API, see IBQConfigBase API - Scoped.

    		 Reference: sys_script_include
    Domain The current domain scope of the record, for example global. Domain ID

    Security roles

    The security roles for the Inbound Request Configuration table (sn_tmt_core_inbound_queue_config) provide different levels of access to the [sn_tmt_core.inbound_queue_admin] role.
    Table 2. Roles and access
    Role Access
    sn_tmt_core.inbound_queue_admin Create, read, update, delete, report_view, report_on
    Note:
    Add a user with the roles sn_tmt_core.admin or sn_tmt_core.inbound_queue_admin, who is responsible for configuring the Inbound Request Configuration table, as a delegated developer for the application where the configuration is being created. Assign the permission “Manage Update Set” (added under Manage Developers for the respective application). This ensures that all changes are captured in the correct scope and update sets. For details, see Exploring Delegated Development.