Criteria for matching email to inbound actions

Default conditions of active inbound actions are used to manage incoming email. Inbound email actions are classified as forward, reply, or new based on subject line, record matching, and email headers

Figure 1. Default matching criteria

If you customize or deactivate the default inbound actions, the conditions of the active inbound actions are checked. If an inbound action with matching conditions cannot be found, the state is set to Processed.

Figure 2. Custom matching criteria

Table 1. Inbound action type criteria

Inbound email action type	Required matching criteria	Name of default action (Incident table)	Result of default action
Forward	The email contains the following conditions: A subject starting with a recognized forward prefix even if a watermark or an In-Reply-To header is present. From <user email> appears anywhere in the email body.	Create Incident (Forwarded)	Create new record
Reply	The email contains one of the following conditions and the table specified in the email matches the table of the inbound action: A valid watermark that matches an existing record. A subject line starting with a recognized reply prefix when no watermark is present and a valid record number that matches an existing record. An In-Reply-To email header when neither a watermark nor a valid record number is present that matches an existing record. A thread-index in an email header when the email does not meet any of the previous conditions that matches an existing record. Note: To enable thread indexing, create the system property glide.inbound.email.classify.by.thread_index and set it to true.	Update Incident (BP)	Update existing record
New	The email does not meet the conditions for either a reply or forward type inbound email action	Create Incident	Create new record

If more than one inbound action is available for a particular type of email, the instance uses the Table field to match the email to a particular table. If there is also more than one action for the inbound action's table, the instance uses the Order field to determine the order in which the actions run.