Streamline Workflows and Boost Efficiency with ServiceNow Inbound Email Actions

Streamline Your Workflows with ServiceNow Inbound Email Actions

Inbound email actions in ServiceNow are automated processes that respond to incoming emails by creating, updating, or managing records within the platform. They play a crucial role in automating workflows, especially when users or external systems rely on email as a communication tool. These actions allow ServiceNow to intelligently process information without human intervention—saving time, reducing errors, and improving efficiency.  

At RapDev, we’ve worked with many clients to set up and fine-tune inbound email actions, enabling smoother operations across various business functions.  

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How Do Inbound Email Actions Work?

An inbound email action listens for specific patterns or conditions in the email’s ‘subject’, ‘body’, ‘attachments’, or ‘sender’. When the right conditions are met, it triggers scripts or predefined rules to create new records or update existing ones. These actions can also parse data from attachments or email content to populate fields directly.

Some real-world examples include: 

• Incident Management: Emails with error logs automatically create incidents in the system.  
• Service Requests: Employee requests sent via email generate new service tickets.  
• Approval Processes: Managers can approve requests by replying to emails with specific keywords.  
• Data Imports: Email attachments, like Excel files, are automatically processed and imported into ServiceNow.

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Example: Automating Onboarding Requests with Inbound Email Actions

Let’s say your HR team sends onboarding requests by email with an attached Excel report listing new hires. Normally, someone would have to manually process the attachment, but an inbound email action can take care of that automatically. Here’s how it works: 

• 1. Identify the Email: The system recognizes an email from HR based on the subject line and processes it. 
• 2. Manage Attachments: Any old reports are deleted, and the new one from the email is saved.
• 3. Import Data: A script triggers a scheduled import job to create tasks for each new hire.

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Why Use Inbound Email Actions?

‍Inbound email actions help organizations save time and minimize manual work by automating common tasks. Their key benefits include:  

• Reduced Workload: Records are created and updated without manual input, allowing teams to focus on more strategic tasks.  
• Improved Data Quality: Business logic embedded in these actions ensures consistent and accurate data entry.  
• Faster Response Times: Automating actions speeds up ticket creation and request handling, helping teams meet SLAs.  
• Flexibility: Inbound email actions can be customized to meet specific business needs—whether it’s creating incidents, handling approvals, or processing attachments.

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At RapDev, we’ve implemented inbound email actions for clients across industries—helping them make the most out of their ServiceNow platform. Whether it’s automating incident creation, streamlining service requests, or setting up complex data imports, our team ensures your workflows run smoothly.If you're ready to optimize your ServiceNow environment, contact us at RapDev. We’d love to show you how automation can make a real difference!