---
sourceDocument: Australia Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/service-management-for-the-enterprise

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Update a request from an inbound email

# Update a request from an inbound email {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Requests can be automatically updated from the information in inbound email replies
as long the functionality has been enabled on the SM application's configuration screen. The
emails must also be sent to a mailbox defined by criteria in the appropriate inbound email
action.

## Procedure

1. Navigate to AllSystem PolicyEmailInbound Actions.
2. Navigate to the inbound email action called Update \[application name\] Request and click its Name.  
   The update inbound email action record opens and displays the default conditions that trigger the inbound email action.

   When an email reply is
   received in the mail list defined by the criteria in the email action, the
   associated request is opened and update information is added to the
   Work notes field.
3. You can use the email action as is or modify it to meet the needs of your organization.
{#t_UpdateARequestFromAnInboundEmail__steps_jn5_hqx_kr}

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