[Music] in order to subscribe to my channel please click here or click here please share comment and like my videos and channel hello guys welcome to sas word service now in this session we will talk about servicenow inbound email actions servicenow has a great feature in which if you send an email to servicenow instance email address then it can perform some action in the system like creation of new rackets updating existing records of servicenow instance what is inbound email action inbound actions are used to process email sent to servicenow instance email address they are kind of similar to business rules as they also use conditions and scripts that take action on a target table inbound actions process the emails to create the rackets in the system or update the records if watermark is found or condition is met let's say this is one of the servers now instance and there's a user who sends an email to servicenow instance then servicenow recognize the email and process it as per the type of email and conditions mentioned in inbound action then it creates incident racket a new incident racket or if it matches the condition then it also updates the existing racket existing incident racket now this whole process is achieved with the help of inbound actions instance email address every instance has its own email address to receive the emails the format of email address of any servicenow instance is instance name at service hyphen now dot com so if you have any instance maybe you have a personal developer instance which starts with dev maybe some digits some numeric numerical digits then then you have at service hyphen now dot com that will become the email address of your instance the one but one of the important part here is that recently or maybe one or two years uh ago servicenow removed this uh servicenow domain for personal developer instance in order to send an email to your personal developer instance you have to use instance name at servicenowdevelopers.com that's that's basically the email address of your personal developer instance but if it is your business uh servicenow account uh you have your own service now in your organization in that case the email address of your instance would be instance name service hyphen now.com action taken by system servicenow can take two actions with inbound actions that means whenever email will be received by servicenow what kind of actions it can take the first action is record action in which you can create or update the racket and populate the fields of target table racket as per the content of email incoming email which you have received and second is email reply in which system will respond back to the same source from where email is received you can use it for auto response type of email received service now categorize emails into three types in order to process them that means whatever emails we get into service now it basically categorized into three categories first one is forward then we have reply and the last one we have is new if servicenow finds fw word in the subject line and finds from colon word in the body then it classifies as forward type of email and the important point is that both the condition should met to tag it as a forward type of email so for example if you are sending an email to any servicenow instance and that particular email has fw in the subject and there's a from colon because that's how you forward any email in that case servicenow will treat that emails as a forward email if servicenow finds watermark in the subject line or email body that's first condition or no watermark and reply to header contains a recognized message id of an email with a target record or there's no watermark and the subject line contains string re and colon and a number of any record existed in the instance now if any of condition is being met then system will classify that incoming email as reply type of email watermark now by default system generates a watermark label which is embedded at the bottom of each notification email so that system can recognize the incoming email and match with existing rackets that means if you are sending a notification to different people in servicenow as per some conditions you have the system will automatically create a random number and this is alpha numeric number which will be embedded at the bottom of that notification now if somebody respond to the same notification system will catch that notification and will treat it as for the existing racket because that particular render number will be tagged to this particular new number the the racket which you have it will be tagged to that particular number so that's how watermark was at work and it's very important as part of the updation of existing records in the system now the last type is new so if no match is found for forward and reply types of email then incoming email is considered as new email process of classification of incoming email now we will see how system classify the type of incoming email in a flow so i will show you the complete flow that when an email is received by a servicenow instance how exactly it process the basically and classify the type of email so we will start with so let's say as an example service now receives an email so basically in the beginning it checks if subject contains fw word that is the first check which system will do and if answer is yes then it checks if body contains from colon keyword and if again answer is yes then email type is set as forward and then email is processed how exactly it will process it that's something we will see later now in this case the subject contains fw so let's say if the answer is no that means that fw word is not there in the subject and even the from is not there in the body that means both the answers are no now what exactly will happen then system will check if subject or body contains watermark and if answer is yes then the email is basically set to reply the type of email will be set to reply type and then email is processed now if we talk about subject or body contains watermark as yes but let's say if the answer is no in that case it will basic once once that answer is no then system will check if the reply to header contains the id the existing record id the reply to header and if the answer is yes then again the type will be set as reply the type of that email will be set as reply and then email is processed and let's say if reply to header does not contain that existing record id then in that case it will check if subject contains re and number that means that re word our e colon that is for basically reply and the number if that is true if the answer is yes so it will again tag it as reply type of email and if it does not contain that re word and number in that case it will be set as new email and then email is processed so this is how system basically classify that what kind of email is received by a servicenow instance email processing servicenow system identify which inbound action should run by assessing inbound email type and conditions as per the incoming email messages flow of inbound action processing once the type is set email gets processed and we will see the whole flow how exactly it gets processed in the system so let's say service now receives an email so basically it checks if the same type of inbound action is existing in the system so let's say you have created multiple inbound actions so servicenow will check the type now if the answer is yes then it checks if any racket number or watermark is available if the answer is again yes then it evaluates the condition mentioned in inbound action and if answer is yes then it run the inbound action but once it runs that inbound action that means it triggers that inbound action it also checks if stop processing is enabled so there's the option which we will learn later if that option stop processing is enabled then email is processed directly and action is taken as per the configuration of inbound action now if stop processing is not enabled then system evaluates other inbound actions so because you might have multiple inbound actions for the same table now if the type of inbound action is not matched then it evaluates other inbound action as well it does the same if the racket number of existing racket or watermark is not available or it is available but condition does not evaluates to true in both the cases it evaluates other inbound actions when inbound action gets triggered now it's very important to know when exactly system triggers the inbound action in what events in what condition so basically there are three events one system run the inbound action first is when incoming email matches the type of inbound action then watermark or record number is found in the target table and the third one when conditions mentioned in inbound actions becomes true so basically when all of these three conditions are matched then inbound action is triggered else it skips that inbound action and evaluate other inbound actions available in the system so in order to trigger in order to run an inbound action all these three conditions should met inbound action module service now has a module called inbound actions under email and that is also under system policy application now this inbound actions shows the list of inbound actions and you can also create new inbound action as per your requirement let's see the inbound action form and its fields which are used to configure an inbound action the first field is name where you provide a name for inbound action you want to create then target table now in this field you select the table for which inbound action needs to be created and where records have to be updated or created like incident change problem story any other system table any any existing table you have in your instance and you want to create or update records with the help of email that you can select over here then we have action type now we talked about two action types before one is racket action and other another one is email reply you can select as for the action you want to take once email is received now this is the application which gets automatically selected as per the scope you are working so it automatically selects the scope and then we have active check box now here this particular field is used to enable or disable the inbound action and then we have stop processing check box now you can check this box if you do not want to run any other inbound actions that means you don't want to check the further conditions as as for the content of the email in that case the whatever inbound action you have that basically matches the condition as part of the email you are getting in your system then it will stop processing any other any other inbound action of your instance now this section is to configure triggering of inbound action when exactly you want to run the inbound action that you define over here so in this section you have fields like type where you mention what type of email this inbound action should process and we already learned about type of emails email the new forward and reply then you have required roles now in this particular field you you will basically mention the role and system will only process this particular inbound action once that user the sender will have the similar role mentioned in this configuration then you have from field in which you can select existing system user if sender is the same then inbound action will be triggered else not now another triggering event of inbound action is conditions of target table fields and data mentioned in this condition which you can mention in this section and then you have execution order because you can have multiple inbound actions for the same table and you might have different conditions in that case you can create more than one inbound actions and put the order so that they can be processed accordingly in sequence and you can set the priorities that in what order those inbound actions should run another tab is action in which you mention what action system should take once inbound action is triggered as per the conditions mentioned there are two major fields in this section one is field action in which you can specify what data system should update on different fields of a record in target table now another field is script which is again used to populate data however you can mention the script to achieve some custom requirement now you can access the data of your email with the help of a script as well that means you can access the data which you're getting from your incoming email you can access it with the configuration as well but you can also access it with the help of script now last section we have is description where you describe about inbound action in details scripting in inbound action as i mentioned previously you can do scripting in inbound action to achieve custom functionalities which you cannot achieve just with field actions field or maybe the condition field which you had in when to run in order to do scripting in inbound action you need to use syntax related to inbound action email object an inbound email action script contains the email object to access various pieces of an inbound email through variables so the object we have to access email variables is email let's see the variables which you can use with email object so the first variable is email.2 which stores email addresses mentioned in 2 and cc of incoming email which is comma separated and next one is email.direct which stores email addresses mentioned in two of incoming email which are comma separated then we have email dot copied which stores email addresses mentioned in cc of incoming email which is also comma separated and if i just maybe explain a little bit better so these are like two and cc are like the carbon copy which you have in your normal email any any client you have you will always find two that is the recipient and also the carbon copy that means the same copy you want to send so that is cc so that is something it will automatically pick and store those values with comma separated so if you have multiple email addresses it will basically store with comma separated then we have email dot body underscore text which stores the whole body of the email in string format now then we have email dot body underscore html which stores whole body in html format then we have email dot from now this stores senders email address which can be existing users as well then we have email dot from underscore cis underscore id now this stores sender society present in users table then we have email dot org email this stores email address of sender mentioned in the header of the email so whatever email is being sent if system you want to read basically the whatever email address is mentioned in the header that's something you can store with the help of email.org email then you have email dot recipients now this particular object and variable stores a comma separated list of recipients address as a plain text string so that means whatever recipients the system has sent whatever recipients are there that's something you can get it in this particular variable then you have email dot recipients underscore array now this stores recipient address as an array that you can store in this particular variable then you have email dot content underscore type now this stores basically the details of title type of content mentioned in the email so whenever you send an email it has different elements now one of the element is content type so if whatever information you have in that content type it can be stored in with this variable that is email dot content underscore type then you have email dot headers now this basically stores the information whatever information you have in headers that means about the sender what the route is receiver now in a plain text the format is in the plain text next is email dot importance as we know you can mark any email as the importance that is high important or low importance that is something you can mention in email so in that case this particular variable will store the value of the importance tagged to the incoming email while sending it and the last one we have is email dot subject now this will store the value you have in the subject so whatever email you are sending whatever subject you have that value will be stored in this variable in order to process your emails as per the data mentioned in incoming email you can use these variables in your scripting inbound email logs you can also validate whether your servicenow instance received any email or not so you can go to email logs which shows the list of inbound and outbound logs of emails with details of email and there you can see as you can see the highlighted part where we have highlighted the received email that is being tracked in this email and that is basically email logs inbound email properties there are some properties which you can update to change the behavior of inbound emails you can access these properties via email properties module in service now so as you can see we have under system properties you have email properties and you can access the properties related to outbound email configuration and inbound email configuration so in the right hand side of the page you can see the properties of inbound email and the first property is to enable or disable receiving of inbound emails so if you will disable it that your system will not receive any email so in order to receive the emails you have to check this box as yes that means that will be true and then you will start receiving the emails if anybody will send the email to your instance email address now this property is to identify reply emails in which you can mention the words like re colon r colon that you can mention to identify reply type of emails then we have to identify forward kind of emails in which you can mention the words like fw or you can also mention fwd colon then you also have for example that when users send an email which has a big email trail then system will ignore the content below mention the string of the text over here so whatever text you will mention over here system will basically ignore whatever content you have below this context system will ignore that email it will not be basically tracked in servicenow instance now if you want to create users from which email is received and they are not available in the system as well then you can check this box now you can also set the default password for those you new users and they can also change it later but if you want to set the default password you can set it here you can also mention the trusted domain from which you want to create new users and ignore others but as of now you can see this is out of the box servicenow domain but if you want to mention because you can mention your organization email address maybe or any other maybe vendor email address maybe your partner email address a partner domain you can mention so that system will automatically create the user for that particular sender who has sent the email processed email once email is processed it shows the details like this in the same email logs racket and you can also see the target record which is created while processing this inbound action reprocess received emails now sometimes because of some system issue email does not get processed correctly so there's an option which can process the same email again which you have received in the system so you can click on this reprocess email button to reprocess the current racket now let's create a simple inbound action and see what is does and we will also show that how exactly you can do scripting while creating a new inbound action and achieve some complex requirement this is my personal developer instance now i will create a sample inbound action without scripting first now in order to create an inbound action you have to type over here inbound actions once you will type that you will find this inbound actions module under system policy and if i click on this it will show me the list of inbound actions available in my personal developer instance in order to create a new inbound action i will click on this new button now what i have done to show you this demo so that we don't get conflicts or i don't have to troubleshoot on the order part i have disabled other inbound actions basically enabled for incident table because i'm going to show you this inbound action for incident table so i will just give it a name over here demo for inbound action and i will select the table as i mentioned as incident i will keep this action type as it is that is racket action because we have to create incident racket i will make it active and i can also make it stop processing but that doesn't matter because i already have i just one uh inbound action which i'm going to create which is enabled right now so i will i will uh leave as it is then in here i will keep new i can put the condition so let's say we will put the condition and we will select the subject so i will select the subject of email contains demo for inbound that's a basically string we will see if the subject contains demo for inbound and if i go to actions over here i will you can see here we have field actions we have a script as well now in this field action part you can populate you can auto populate the fields of that particular new racket so for that for example i select short description if i select short description you will have two options one is you can directly fetch the value from your email and populate it or you can just mention the static value you want to populate it's up to you so as per your requirement so i will just mention from email because i will just uh push the value which i will get it from sub email and that is subject so i will keep as it is for now so it will be from subject and then if i will come to script now as i mentioned this is my first sample inbound action where i don't want to do any kind of scripting because we are going to achieve this functionality without scripting but you still need to mention one particular script and that is you have to basically mention the action what action this inbound email action should take and that action should be current dot insert now this is basically the action once all the conditions are met basically system should create a rocket so in that case i will now save it once it is saved this inbound action is created and what i will do now i will send an email to my personal developer instance to see how exactly this inbound action is being processed and what exactly it does so in that case what i will do i have already created a gmail account just to show you the demo from where i will send the email address i will send the email to this particular personal developer instance so in that case what i will do i will click on compose and i will select my email address that is developer personal developer email address you can see over here but one thing you will note i'm not using the same domain which i was talking about in my previous section when we were learning about the instance email address you can see i'm using servicenow developers.com so you have to make sure when you are using your personal developer instance the email address your of your personal developer instance would be the instance name at servicenow developers.com now servicenow changed it maybe i think two three years ago initially it was the same but they have changed it but if i talk about your enterprise account your enterprise servicenow instance that email address will be same that is instance name at service hyphen now.com that will be the email address of your enterprise servicenow instance so what i will do now i will come over here i will just copy this because that's a triggering condition of my inbound action so i will just mention in the subject and i will also add maybe some other uh string maybe uh this is part one that's it and i will send an email so i will click on send this will send an email to my personal developer instance over here and i will wait for my email how can i check it i just have to go to email logs and that is emails so here i have email logs over here now as of now it is empty i don't have any racket not even sent not even received now this email will definitely some take some a little bit more time because uh moreover this is your personal developer instance so it cannot process all the records right away even in your enterprise it might take a little bit time but if it is really taking more time you might raise it to your service now um engagement managers or i think that's if it's just maybe 10 seconds 20 or 30 i think that's still okay but it depends how how much frequent emails you are sending that is totally depend so you can see now we have received that email which we have just sent same email demo for inbound and what i will do i will open this and see whether it got processed or not and yes answer is yes if i click on open racket you can see new incident racket is created with this new email which we have sent from gmail and if i open this racket let's see and you can see the magic it has set the short description as the subject of the email which we have received now you have to note some of the points here the first point is you can see the caller is mentioned as a guest the reason behind it because my demo email address is not saved there's no user whose email address is same as the gmail address which i have created so this is the email address i have you know i think you i think i have already shown this email address but if you will see that you don't need to send the email to me because i won't open it this is just for just for demo purpose i will i will also hide this email address but i want i don't want users to see this email address but what i will do uh so you can see let me let me just show you first the email see in the in the activity whenever you will send any inbound action it will a system will process any inbound action and it will create any racket or update any racket you will always see that email in the activity log you can see here email received from where to where exactly it was sent that is something you can see that now if i will go to email logs again and if i open this record because i want to show you those details which you were talking about the elements the content of email so for example you can see this is the subject this is the recipients to whom this email was sent this is the body we had blank body then we had content type which we were talking about you can also access content type and this is the headers that's how basically service now segregate whatever evil email it receives it segregate and create a record and it it mentions into different fields and here the target racket which we were talking about now what i will do i will try to create uh basically send an email another email but this time we will see how it populates the instance user how exactly it will do that for that we have to update this email address and one of the basically account of my personal developer instance maybe i will update it in my this admin system administration account i have this email i will mention that says with servicenow at gmail.com this is the email address and i will also maybe i will delete this account maybe after this demo uh sas with servicenow at gmail.com and i will save this so this is saved now we will see what exactly the difference would be so this is saved i'm going to my gmail and i'm going to send a new email uh but i have to keep that um i have to keep that short description that is basically the subject as it is and i will just pick it from here so that i don't make any mistakes i will copy this that's what the condition if system will not found this find the string then system will not trigger this inbound action so for that i will just mention this here and this time i will also mention bodies this is this is i think part one demo and i can also mention here part one demo and i will click on send it is send so we have to wait for our email and i do emails and we will see what exactly happens as of now i just have one email received the second one we will see i think it will take a little bit more time you can see now that we have received our second email and this time you will see a difference you can see here user id was empty that means the user who has sent this email and here we can see system administrator the reason behind it because system was able to identify that hey i do have this user email address in my user table so let's see who is that user and this is the user so in that case if i open this and you can see it has created another record and user id this time is not blank that means it has recognized someone and if i open this racket you will see but this is not populating the caller why because you have not mentioned it it still knows but that particular log was there but you can still if you want to populate the scholar because we have not mentioned it that's the reason it has it is it has not mentioned over here it has not auto populated but you can still see the difference which you were seeing here that it still identified that yes i have got this email from the existing user of this instance so this is how you create an inbound action and as of now we have not done any scripting but now we will create different and another inbound action with a scripting but we will still use the same inbound action we will just edit it so let's say so let's say you have a requirement from your customer and the requirement is that if the subject of email sent to servicenow instance contains router keyword and recipient's email address is network email address so maybe there's a network email address in your organization the network the network team and then if your user is sending that email to that email address with servicenow email address then system should create new incident racket and at the same time assign that incident to network assignment group which means assignment group should be auto populated so let's see how exactly you will do that and we will open the same existing inbound action which we created and if i will open this one now we have to populate some fields and that is assignment group that is also as per the condition we have here system will found that keyword that subject contains router so in that case what i will do i will mention over here router so that's how this inbound action will be triggered so subject contains router and then i will come over here so i'm not going to use these field actions so what i will do i will just cancel this i will remove the field actions which was populated over here because we have to achieve this requirement with the help of scripting so what i will do now what exactly you have to do the requirement is you have to basically check if the recipient in recipients the email was basically sent to network team or not if that is the case what exactly we will do i will store that value how can you store it now servicenow provides different variables which you can use with email object so what i will do here i will first create an array so i'm going to just create a create a variable first where we will have that um array object basically added data which will get it from uh the email address field so in that case uh that that to field where exactly this email was sent so what i will do i will create way uh r i will do addy equal to what i can do now how will how exactly i will get the data mentioned in two of the email now i will get it via resi piants underscore array now what this will do so for example you have two email addresses one is servicenow instance email address another one is network team email address in that case what this will basically store this will store the two of two values in array that's what it does so we have we are just creating a valid added to just store that value and now i will just create another variable just to store the email address of network team so in that case what i will do i will do n that is network now we'll do email equal to i will put in the strings i will do network at example.com i'm done now what i will do i will run a loop here now why i'm running the loop because i have to check whether this email address is present in the this ad array array or not where exactly it is present or not so in that case what i will do for and i will do here i equal to zero semicolon and i will do i less than and i will do array r array not a array r array dot l e n g th dot length and then i will do i plus plus and now i will check if that particular email is available in this array or not so in that case what i will do n email equal to equal to and i will put r array and square brackets and i will put i here and then i will put here because i have to update so i will do assignment underscore group equal to now here i will put the society of the network group how exactly i can find it i will go to says user group that is the groups table we have so i will just copy the cis id of network group so i will just type network i will search for network group here is it it is i will copy the society i will mention over here semicolon and here i will just keep as it is that is current dot insert that's it nothing else it will automatically loop we have this length it will basically loop till the length of the array which is basically just two because we will have just two values in the array so in that case i will save it now in order to test it we will send a new email to my servicenow developer instance i'll go here i will come over here and i will use dev that's our email address of my personal developer instance now another email address which which we will mention that is network at example.com that's it now the condition for triggering the basically this inbound action is that subject should contain router keyword so in that case i will just click on send i have sent it now i have to wait for for some time so that system receives that email so i will go to emails over here so as of now i just have those two emails which we just created so we have to see and you can see that we have received the email this was i think it is pretty much fast which i can think of right now so let me just open this record and if i open this let's see if it is creating something i will absolutely you can see that it has created a new incident but the major thing we have to see whether it was able to populate the assignment group or not but that's the important part over here so if i check this and yes you can see that it has assigned this incident to network team as per the script you have mentioned as for the logic you have mentioned that if system will find that email address it should automatically populate this group now you can see the scholar field is still empty you can still populate it how i will show you quickly so i will go to inbound actions same inbound action and what i will do i will just come over here and maybe i can just mention current dot and this way caller underscore id equal to i can do email dot from now from will be basically from which sender this this particular email address the email address of the sender that's something you can capture store in email dot from so in that case i will save it let's see what happens but you can see i'm not putting this current dot color id in loop the reason behind it because that in that case it will only populate the caller id once this will found that this email address else not but we don't want to do that even if it does not found the email address it should still create the incident but with this caller id and then assignment group will not be populated but that's okay so i am going to over here and i'm going to create a new i think you can also see the alert the notification which we got from servicenow incident service now that say uh this incident assigned to group network and i will also show you some other magic of inbound action the power of inbound action that means as of now we are just creating the incident we will also try to do update so but before that let me just create a new email and here i will do developer that same one i will put network one as well network at example.com comma i will put router here and that's it and i will click on send if i'm click on send let's see you will get the emails and i will maybe i will just book it bookmark this application so i can keep on checking you can see we have received that new email which we just created so i will just open the bracket as of now it has not created any incident reason behind it maybe i will just quickly tell you as well that's really important to know because we have not mentioned any kind of stop processing as well it will basically process it will try to check every inbound action that hey where exactly i have to do this where exactly i have to create this so that's the reason so i'm just reloading it and you can see that new incident is created and if i open this you will see some different this time if i open this you will see the color is populated because we have mentioned and even network assignment group is also populated the reason behind it because you mentioned that updated you updated with the from email address now system try to identify okay this email address is present in sys users table so let me let me check which is the user and that's how you can see basically my own account is populated over here now in another example i will show you that how you can populate for example this field or any other field which which will be basically dynamic that means user can himself write that hey i want to i want to do this maybe i wanna set this particular field that's something you can do with the help of inbound action as well let's see how can you achieve that so in that case what i will do i will go to inbound action over here and what i will do i will just open the same inbound action we will not remove the script we have let's say that we will assign it to network team and caller id will be as it is but what we will do some change maybe we will populate short description maybe we will update description so what i can do i will come over here now in order to get basically that you in order to read that particular element from the email so for example if customer wants to send or end user wants to populate short description by himself even the description by himself let's say if if they want to do that or maybe let's say priority as well can you do that absolutely you can do that so in that case what i can do um if i will do here let's say because i have to read that but it's really better you should not directly write current dot color id and you you should not do that because this time you're going to read the body but you have to make sure that that particular tag is not is is available that means it's not undefined so in that case what you can do for each value each value you want to push into different fields you want you want to populate so in that case i will do if and what i can do email dot body dot now for example you want to populate short description so you can give any word but that word has to be used by the end user they should be aware of that tag so in that case what i can do maybe i will write short d and i will do short d not equal to undefined i mean it's not undefined there should be something some value if it is not undefined that means there is a value in that case what you can do current dot short description equal to and then here you can do email dot body dot short d you can mention the same and i will just copy it i will copy it here and i can put it right again this time we will populate description so maybe i will do des des that's it if it is undefined i will mention it's field current.description and i will just do body dot desk and you can populate it again here i will just mention maybe for another field maybe priority this this time but priority has to be populated with urgency and impact so we will do it with urgency and impact so in that case i will do urgency same word it's it's fine you can still use it i will do urgency and here you can mention urgency now same for impact as well you will see a big difference that how can you create incident with some pre-populated data with the help of inbound action so i will mention impact and over here as well impact and over here as well impact and we will keep it as it is this one current dot insert and i think we should be good now this is like dynamic now so whatever information you will send from email system will automatically populate it as per the data available or data read it by like read it in the email so i will save it now now this time you can see that this this particular condition we have router so we will still keep we will still keep the router in the subject so because so that it can trigger it but it's up to you it you can change it as per your requirement you can also create multiple inbound actions but you just need to make sure that you are changing the orders these execution orders so that it can run automatically in sequence and and the one which you really want to run it comes at the top that's how you want you can do that reorder this these inbound actions so in that case what we will do i'm going to create a new incident over here with this inbound action and i will put dev still fine i will put network at example.com and here i can put router but now how exactly i can populate those data for that because we had shot d so i will do colon that that's how you mentioned you and you will do colon and then you can put maybe this is a demo this is demo of inbound action now this will populate the short description and then if i mention over here uh i think this is not short s this is short d no another one when you used des that is description now that should be des colon and you can write this as a description that's it and the last one was like two more urgency and then we also had impact so i can put urgency and as one and here as well one that's it let me send this if i send this it is sent we will check for this email now in the system emails and we will see whether record is being created or not now this was the outbound that on behalf that's what it sent that email so we will check for that inbound email so you can see now that we have received the email so we will see what kind of data will be populated so i will just open the racket and it has created the incident and i will open it let's see what happens i will awesome you can see that the impact and urgency is priority one and even the priority of the incident is one it has set it yeah you have short description this is demo of inbound action description that means all three fields have been auto populated or four fields because we populated impact and urgency which has automatically changed the priority as well so you can see this is how you can make the inbound action dynamic and you can update or create incident and populate uh basically the existing fields the fields of those particular rackets of any record in the system now i will show you quickly that how you can update the existing incident so if i go to my gmail account you can see a lot of notifications have been received which were sent by my servicenow instance my personal developer instance so what i can do if i open this particular incident this notification and if i click on reply so i will show you what exactly it does and if i write something hi this is an update and i just write something like this and i click on send what exactly it will do so if i go here and maybe i just open same incident record this one it would process the email for sure and if i check email logs you can see my email has been received and if i open this yes you can see that it has done something and that is also to the same incident racket that means it has updated so if i come over here and open the same racket you can see i have received the email so that means system did not create a new racket it just updated and the reason behind it if i will go to my email the sent one and maybe i will check in the logs that's better let's go to logs and check that why exactly it has not uh update it has not created a new incident just updated it the reason behind it we also have this re if you remember we talked about the sequence that how exactly it identifies and here we also have the incident number which is the existing number of the target table and that's the reason it is able to just update the racket rather than creating a new incident record for the table we selected so this is how you create inbound action and if you will get the requirement from your customer or clients that's how you can basically develop the functionality and you can make more dynamic i think there are different ways of of creating these inbound actions that you can also make it more configurable that means you can create a table which which can be more configurable maybe i will post another video which will basically talk about how you can make this more configurable that's something you can do so maybe i will i will post that kind of video but that's how you can create inbound action to fulfill the requirement of your customers and clients so i hope you like my video so please like comment and share my channel and videos and do not forget to subscribe to my channel thank you and have a great day