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Event collection from inbound email actions

Event collection from inbound email actions

Configure an inbound email action to send email notifications when events and alerts are triggered.

Before you begin

Role required: admin

About this task

Event Management uses inbound email actions to process inbound email in the same manner as any external event. The email content is used to generate and update events, use rules to generate alerts, or change event severity. The severity is updated after the impact calculation and stored in the em_impact_status table.


  1. Navigate to System Properties > Email Properties.
  2. In the Inbound Email Configuration section, in the Email receiving enabled option, select Yes to enable the collection of events from email.
  3. To configure the email information to pass to Event Management for event and alert processing, navigate to System Policy > Email > Inbound Actions and in the list of Inbound Email Actions records search for and open the out-of-the-box create event form.
    1. Navigate to System Policy > Email > Inbound Actions, and click New.
    2. Select these values.
      Field Value
      Active Select the check box to enable the email notification.
      Description Type a description for this email message.
      Target table Select Event [em_event].
      Action type Select Record Action.
    3. Click the Actions tab and select these Field Actions.
      • [Severity] [To] [<the event severity>]
      • [Type] [From email] [<portion of the email>]

        For example, you can select Subject as the portion of the email to use.

  4. To customize the inbound parameters and map the text to event variables, add a Script.
    For example:
    current.source = 'email';
    current.event_class = 'email';
    current.description = email.body_text;
    current.time_of_event = new GlideDateTime();
  5. From the instance, send an email that contains matching data, and then confirm that the event or alert information appears in Event Management. For more information about sending email messages to create an instance, see Inbound email actions.
  6. Click Submit.
    Note: Ensure that the user who sends the email has the roleevt_mgmt_integration.


The inbound email creates a new alert from the message, setting values for the fields in the target table according to the actions that you configure. To further process the alert, create a business rule.