---
sourceDocument: Australia Governance, Risk, and Compliance
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/governance-risk-compliance

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Governance, Risk, and Compliance

ft:clusterId :

    - grc

bundleId :

    - grc

workflow :

    - Technology


---

# Configure email intake

# Configure email-based intake for AI Risk and Compliance {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure email-based intake so that incoming email messages create intake records in AI Risk and Compliance.

## Before you begin

Role required: admin and sn_ai_case_mgmt.ai_case_admin

## About this task

You can submit AI‑related cases or inquiries by sending emails to configured addresses. When the system receives an email, the system automatically processes it by extracting key information, such as the subject, body, and
sender, and creates the corresponding AI Case or Inquiry so that the system captures submissions consistently and makes them available for review and action. Email‑based intake requires inbound email processing to be enabled
at the instance level and intake configuration to be defined in AI Case Management, which together determine how the system processes incoming emails and which intake types the system creates.

## Procedure

1. Navigate to AllSystem PropertiesEmail Properties.
2. Enable inbound email processing on the instance by selecting Yes for the Email receiving enabled (`glide.email.smtp.active`) and Automatically create users for incoming emails from trusted domains (`glide.pop3readerjob.create_caller`) properties.  
   This enables inbound email processing so the instance can receive and evaluate incoming email messages.
3. Navigate to AllAI Case ManagementCase Type.
4. Select the Inbound Email Configuration related list and enter the group email address configured for inbound email.  
   Configuring the Group email field on the AI case intake type record sets the email address used for case intake.
5. Navigate to AllAI Case ManagementInquiry Type.
6. Select the Inbound Email Configuration related list and enter the group email address configured for inbound email.  
   Configuring the Group email field on the AI inquiry intake type record sets the email address used for inquiry intake.
{#config-cases-inquiries-from-email__steps_i32_d4y_x3c}

## Result

Emails sent to the configured group email address and the instance email address create corresponding intake records in AI Risk and Compliance.

For more information, see [Automatic creation of AI cases and inquiries from inbound email](https://servicenow-prod.fluidtopics.net/GrnJmXhMKtauCSm7mmrpcg "The system automatically creates AI cases and inquiries from inbound emails using keywords in the subject line and body based on configured email intake settings.").

*[\>]: and then