---
sourceDocument: Australia ServiceNow AI Platform Administration
sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Administration

ft:clusterId :

    - platadm

bundleId :

    - platadm

workflow :

    - Platform


---

# Inbound email

# Inbound email {#ariaid-title1}

* Release version: Australia
* 
* Updated December 5, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Use the inbound email to receive and process incoming emails from external systems or users.

## Accounts {#ia-inbound-email-il__section_tbn_flk_nhc}

Use Accounts to process inbound emails from external sources and users.

1. Navigate to Inbound emailAccounts. A list of existing accounts shows up.
2. To create an account, select Add an account.
3. Select ServiceNow account or Gmail and select Next.
4. For Gmail, fill the Application registry form and select Next. For information about configuring an OAuth OIDC provider, see [Configure an OAuth OIDC provider for accepting third-party token](https://www.servicenow.com/docs/access?context=add-OIDC-entity&version=australia&pubname=australia-platform-security&ft:locale=en-US).
5. Fill the form with email account information.{#ia-inbound-email-il__table_scf_btj_nhc__entry__2}

   | Field | Description |
   |-|-|
   | Name | Name of the account |
   | Type | States the type of account. It can either be POP3 or IMAP. |
   | Authentication | States the authentication method of the account Note: Authentication is a mandatory field |
   | Server | Remote server to which this account connects. To activate a server for an on-premises installation, enter the full address (FQDN) of the node (for example, <kbd class="ph userinput">node.customerdomain</kbd>). Note: Server is a mandatory field |
   | Username | Username used to create the account Note: Username is a mandatory field |
   | Password | Password used to set up the account Note: Password is a mandatory field |
   | Connection Security | Type of secure connection. Choose a setting: * None: No secure protocol is used. * STARTTLS: Upgrades an insecure connection to a secure connection using the SSL/TLS encryption protocol, if your email server supports TLS. * SSL/TLS: Connect to an SSL/TLS encrypted port to secure the connection. Email is encrypted between the ServiceNow instance and your mail server. Warning: Selecting a less secure protocol like STARTTLS or None may expose your data. To better ensure the security of data in your email server, select SSL/TLS. {#ia-inbound-email-il__ul_zzs_t34_qhc} |
   | Port | Connection TCP port. |
   | Active | Optional checkbox to create an active account |
   | Enable Debug Logging | Option to create node logs for the raw data that is exchanged with the email server. You can review the node logs by navigating to System LogsUtilitiesNode Log File Browser. |
   [ ]

   {#ia-inbound-email-il__table_scf_btj_nhc}
6. Select Export to export the accounts on to an Excel, CSV, JSON or PDF. You can then select the delivery type either through download or email.

## Properties {#ia-inbound-email-il__section_wkc_glk_nhc}

Manage the behavior of incoming emails with Properties.

* Inbound sending and delivery options: You can enable receiving emails and can also enable auto-create users from trusted domains
* Inbound recognition and trusted domains: You can setup conditions for the following:
  * How to detect an email reply
  * How to identify a forwarded email
  * Which domains should be trusted
  {#ia-inbound-email-il__ul_vwz_drk_nhc}
{#ia-inbound-email-il__ul_isp_nqk_nhc}  
Note:  
Select Save to save the recent property settings. You can also undo the most recent change by selecting Undo. By selecting Undo, the values are reverted back to the most recent saved values.

## Actions {#ia-inbound-email-il__section_kcn_glk_nhc}

Email actions determine how and when the system responds to service requests. On selecting Actions under Inbound email, a list of existing actions shows up. Select Add an action to create a new action.

{#ia-inbound-email-il__table_gsj_1vk_nhc__entry__2}

| Field | Description |
|-|-|
| Name | Name of the action |
| Target table | Select the table where the action adds or updates records. |
| Active | Optional checkbox to create an active action |
| Action type | Type of the action. Select the type of action the instance takes. Select Record Action to modify a record in the instance, or select Reply Email to have the instance send an email back to the source of the inbound email. |
| Stop processing | Optional checkbox to help prevent the system from running additional inbound email actions after this action runs. |
[ ]

{#ia-inbound-email-il__table_gsj_1vk_nhc} See [Inbound email configuration](https://www.servicenow.com/docs/mr3~FBJbBs91HBS6zyeFpQ "The Inbound Email Configuration section of the Email Properties page contains properties to control inbound email.") for more information.

*[\>]: and then