servicenow

Inbound action is all about how servicenow responds when an email is received by the system. Based on the logic inbuilt in the system, email received is categorized as new/forward/reply, and then continues the processing.   What triggers inbound and what’s the frequency In every two minutes servicenow runs a schedule job named Email Reader. It connects to the mail server using the account specified in Email Properties. The Email Reader downloads any incoming message that is waiting on the mail server and creates email.read events . After the instance processes the events, the inbound actions run. Based on the logic inbuilt, it identifies whether email received is new/forward/reply.                Identification of the Sender of the email Servicenow identifies the user who sent the email based on the email id of the sender. As soon as servicenow receives the email, it matches the sender’s email id with all the user’s email id in t...