Inbound email actions in the Express platform-优快云博客

https://express.servicenow.com/support/documentation/inbound-actions-installed-exp/

Inbound email actions prefixed with BP align with ITIL best practices or provide examples of IT practices to help you implement the Express platform. The system handles the records that do not have actions listed. You cannot modify the behavior of these system inbound actions. The inbound email actions are active unless otherwise noted.

Inbound email action	Target table	Description
Unsubscribe from Notification	Notification Messages	In a reply from a notification email, disables the subscription to the notification for that event.
Reopen Incident	Incident	When the email subject contains please reopen, a closed incident is set to Active and a worknote is posted that the resolution did not satisfy the caller.
Guest Request Comments	Request	When the sender user ID in a reply email message is blank or Guest, the email body is put into the request Additional comments. No other actions are processed.
BP – Create Incident With Watchlist	Incident	When there is more than one recipient or the email is copied to other users, this inbound action creates an incident. It processes before Create Incident and puts the recipients and copied-to users into the watch list.For more information about the fields set by this inbound action, look at the Description in the record.Note: This inbound email action is inactive by default. Its use is encouraged to ensure that all interested users can be notified as the incident is being resolved.
Guest Incident Comments	Incident	When the sender user ID in a reply email message is blank or Guest, the email body is put into the incident Additional comments. No other actions are processed.
Create Live Feed Reply	Live Feed Message	When an email reply to a live feed message is processed, a live feed reply message is posted from the body of the email.
Update Request Item	Requested Item	When a reply to a system-generated email is received for a requested item, the email body is put into comments.
Create Incident	Incident	When a new email request is received, an incident is created with the following information.Sender is the Caller.Email body is entered in Additional comments.Email subject is the Short description.The Category is Inquiry/Help.For more information about the fields set by this inbound email action, see the description in the record.
Update Incident	Incident	When a reply to a system-generated email is received for an incident, the email body is put into comments. Inactive by default.For more information about the incident fields set by this inbound email action, see the description in the record.
Create Live Feed Like Reply	Message Liked by	When a live feed message is liked from an email notification, the system records the action in the Message Liked By table.
Update Incident (BP)	Incident	Same as the Update Incident inbound action. However, if the subject contains please reopen, it also reopens a closed incident.
Create Incident (Forwarded)	Incident	When an email is received from being forwarded, it creates an incident as described in the Create Incident inbound action.
Update Problem	Problem	When a reply to a system-generated email is received for a problem, the email body is put into comments.For more information about the problem fields set by this inbound email action, see the description in the record.
Update Change task	Change Task	When a reply to a system-generated email is received for a change task, the email body is put into worknotes.For more information about the change task fields set by this inbound email action, see the description in the record.
Update Change	Change Request	When a reply to a system-generated email is received for a change request, the email body is put into comments.For more information about the change request fields set by this inbound email action, see the description in the record.
Create Change	Change Request	When a new email request is received with a subaddress that inserts a change request, the change request has the following information.Email body is entered in Additional comments.Email subject is the Short description.The Approval value is Requested.The Category is set to a value when specified in the email.The sender’s Company and Location are set to the corresponding fields in the change request, if available.For more information about the fields set by this inbound email action, see the description in the record.
Update Approval Request	Approval	When a user responds to a system-generated approval request, approved status is set based on the user’s selection. The email body is posted in comments.