Inbound Request Configuration

  • Release version: Zurich
  • Updated August 11, 2026
  • 2 minutes to read
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    Summary of Inbound Request Configuration

    The Inbound Request Configuration table (sntmtcoreinboundqueueconfig) is a metadata table provided by the Sales and Service Core API (com.sntmtcore) plugin. It enables ServiceNow administrators to define how each inbound request flow is processed and tracked—either synchronously, asynchronously, or via custom logic. This configuration supports better control over flow execution and notification handling within the Sales Customer Relationship Management Request Tracker and other CRM-related flows.

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    Key Features

    • Processing Mode Configuration: Allows admins to specify whether requests run synchronously, asynchronously, or use advanced custom script logic to determine flow execution.
    • Notification Control: Supports configuration of notification types—None, Default, or Custom—to tailor how and when notifications are sent for inbound requests, particularly for asynchronous flows.
    • Integration with Inbound Request Table: The Request Configuration field on the Inbound Request table references this configuration table, ensuring consistent flow tracking and execution control.
    • Custom Configuration API: Supports advanced customization through the Configuration API (IBQConfigBase API - Scoped) for processing inbound requests using scripts.

    Configuration Details

    Admins create records in the Inbound Request Configuration table specifying key fields:

    • Run Mode: Choose between Sync, Async, or Advanced to control flow execution timing.
    • Trigger Notification: Select None, Default, or Custom to configure notification behavior on flow completion and status.
    • Configuration API: Script reference enabling custom processing of inbound requests.
    • Active Flag: Enables or disables the configuration record.

    Security and Roles

    Access to configure and manage inbound request configurations is controlled by the sntmtcore.inboundqueueadmin role, which provides full CRUD and reporting permissions. It is recommended to assign users with this role or sntmtcore.admin as delegated developers in the relevant application scope, with permission to manage update sets. This ensures proper tracking and deployment of configuration changes.

    Practical Benefits for ServiceNow Customers

    • Empowers admins to tailor inbound request processing to business needs, optimizing performance and responsiveness.
    • Improves flow tracking and status reporting across CRM and related workflows.
    • Enables precise notification control, reducing noise and improving communication with flow initiators.
    • Supports extensibility through scripting for complex flow execution logic.
    • Ensures secure, controlled access for configuration management aligned with ServiceNow best 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 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.