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Inbound email actions

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Inbound email actions

Inbound email actions enable you to define the actions an instance takes when receiving email.

Inbound email actions are similar to business rules: both use conditions and scripts that take action on a target table. An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If the conditions are met, the inbound email action takes the action that you configure. The system can take two types of actions:
  • Record action: setting a value for a field in the target table.
  • Email reply: sending an email back to the source that triggered the action.

By default, if an email has no identifiable watermark, an inbound email action attempts to create an incident from the message. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.


If an inbound email contains one or more email attachments, the inbound email action adds the attachments to the first record the action produces.

Character encoding

  • If the email encoding is ASCII-7 or UTF-8, inbound email actions preserve the character encoding in any associated task records they produce.
  • If the email encoding is ISO-8859-1, the inbound email action attempts to convert the email to Windows 1252.
  • Inbound email actions convert any other encodings (for example, Mac OS Roman) to plain text, which may or may not be readable.
See the Email logs for examples of what you might see if a notification or inbound email action is not processed.
Note: Starting with the Helsinki release, the state of all incoming emails that have been run against inbound email actions, even if there is no matching action, is changed to Processed.

Domain separation

The system ignores the domain that the inbound email action record is in when it creates a record based on the inbound email action. Keep inbound actions in the global domain. For example, if your inbound email action creates an incident, the system creates the incident in the same domain as the user in the Caller field. If that user is not in the User [sys_user] table, the incident is in the global domain.