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Mastering ServiceNow by Martin Wood

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Receiving e-mails

Many systems can send e-mails. But isn't it annoying when they are broadcast only? When I get sent a message, I want to be able to reply to it. E-mail should be a conversation, not a fire-and-forget distribution mechanism.

So what happens when you reply to a ServiceNow e-mail? It gets categorized, and then processed according to the settings in Inbound Email Actions.

Tip

Lots of information is available on the wiki: http://wiki.servicenow.com/?title=Inbound_Email_Actions.

Determining what an inbound e-mail is

Every two minutes, the platform runs the POP Reader scheduled job. It connects to the e-mail account specified in the properties and pulls them all into the Email table, setting the Mailbox to be Inbox.

Tip

Despite the name, the ...

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