Create a request from an inbound email

Requests can be automatically created from the information in inbound emails as long the functionality has been enabled on the SM application's configuration screen. The emails must also be set to a mailbox defined by criteria in the appropriate inbound email action.

  1. Navigate to System Policy > Email > Inbound Actions.
  2. Select the inbound email action called Create [application name] Request.
    The inbound email action record opens and displays the default conditions that trigger the inbound email action.
    When an email is sent to the mail list defined by the criteria in Actions, a request is created with the following information:
    • The Contact type is set to Email.
    • The email sender (if found) populates the opened_by and Caller fields for a newly created sm_order based item.
    • The email subject populates the Short description field.
    • The email body populates the Description field.
    • The email sender's company (Sender->Company) populates the Company field.
    • The email sender's location (Sender->Location) populates the Location field.
    • The entire email is copied into the Work notes field.
  3. You can use the email action as it is or modify it to meet the needs of your organization.