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Define an inbound email action for problems

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Define an inbound email action for problems

Inbound email actions enable users to log or update incidents or other tasks via email. You can define an inbound email action to log problems.

Before you begin

Role required: admin

About this task

The inbound email action parses the email and responds using a script. No problem management inbound email actions are provided in the base system.


  1. Navigate to System Policy > Inbound Actions and click New.
  2. Complete the form with the following information.
    • Name: Log Problem
    • Target Table: Problem [problem]
    • Action type: Record Action
    • Active: True (check box selected)
    • When to run tab or section:
      • Type: New
      • Condition
        email.subject.indexOf("Problem:") == 0
    • Script in Actions tab or section: Insert the following script.
      //Note: current.opened_by is already set to the first UserID that matches the From: email address
        current. description = email. body_text ;
        current. short_description = email. subject. toString ( ). substring ( 9 ) ;
        current. assignment_group. setDisplayValue ( "Development" ) ;
         if (email. body. assign != undefined )
          current. assigned_to = email. body. assign ;
        current. insert ( ) ;
  3. Click Submit.