---
title: Update a request from an inbound email
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/service-management-for-the-enterprise/t\_UpdateARequestFromAnInboundEmail.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Request creation using inbound email actions, Request creation, Request Management in a Service Management application, Service Management]
---

# Update a request from an inbound email

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 **All** > **System Policy** > **Email** > **Inbound 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.


**Parent Topic:**[Request creation using inbound email actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/service-management-for-the-enterprise/r_ReqCreateUseInboundEmailAct.md)