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.The following video explains the actions that the instance can take in response to messages from users and shows how to create or modify inbound email actions. Configuring inbound email actions and email notifications Inbound email action types The system classifies all incoming email into one of three types: forward, reply, or new. Table 1. Inbound action classifications Order Type Criteria 1 Forward The system classifies an email as a forward only when it meets all these criteria: The subject line contains a recognized forward prefix such as FW:. The email body contains a recognized forward string such as From:. The system classifies any email that meets these criteria as a forward, even if the message contains a watermark or record number that otherwise classifies it as a reply. 2 Reply The system classifies an email as a reply when it fails to match it to the forward inbound action type and it meets any one of these criteria: The subject line or email body contains a recognized watermark such as Ref:MSG0000008. There is no watermark and the Reply-To header contains a recognized record number such as INC0005574. There is no watermark and the subject line contains a recognized reply prefix such as RE: and a recognized record number such as INC0005574 3 New The system classifies an email as new when it fails to match it to the forward and reply inbound action types. Figure 1. Determining the type of incoming email Attachments 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: 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. Inbound email processingThe system determines which inbound actions to run by comparing the inbound email type and inbound action conditions to the incoming email message. Certain properties are available to set the reply and forwarding prefixes in the email subject lines that your instance recognizes when processing inbound emails.Inbound email action examplesSeveral examples of inbound email actions are available to help you build your own inbound email actions.Specifying the inbound email processing orderThe Ordered Email Processing plugin enables you to configure a processing order for inbound email actions.