Inbound Request Configuration

  • Release version: Zurich
  • Updated July 20, 2026
  • 2 minutes to read
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    Summary of Inbound Request Configuration

    The Inbound Request Configuration table (sntmtcoreinboundqueueconfig) in ServiceNow enables administrators to define how each inbound request flow is processed and tracked. This metadata table is essential for determining whether flows run synchronously, asynchronously, or based on custom logic. It requires the Sales and Service Core API (com.sntmtcore) plugin.

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    This configuration enhances control over CRM request flows by allowing:

    • Selection between synchronous and asynchronous processing modes.
    • Customization of notification behavior for request completion.
    • Linking with the Inbound Request Table to track flow completion statuses.

    Key Configuration Fields

    Administrators create records in the Inbound Request Configuration table specifying key parameters:

    • Run Mode: Defines whether processing is synchronous, asynchronous, or determined by a custom script.
    • Trigger Notification: Controls notification delivery upon request completion. Options include None, Default (notifications for asynchronous requests only), and Custom (leveraging existing or custom events for notifications).
    • Configuration API: A script used to process inbound requests, enabling advanced customization.
    • Active: Indicates whether the configuration record is enabled.

    Access and Security

    Access to the Inbound Request Configuration table is controlled via the sntmtcore.inboundqueueadmin role, which grants full CRUD and reporting permissions. It is recommended to assign users with this role or the broader sntmtcore.admin role as delegated developers in the relevant application scope. Additionally, granting “Manage Update Set” permissions ensures configuration changes are properly captured and managed.

    Practical Benefits for ServiceNow Customers

    • Fine-tune inbound request processing to optimize system performance and user experience.
    • Customize notification mechanisms to fit business needs and communication preferences.
    • Ensure consistent tracking and reporting of CRM inbound requests with flexible execution modes.
    • Maintain secure and controlled configuration changes through delegated development practices.

    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 .

    		 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.