Inbound email action creating cases from the past
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-12-2026 08:40 AM
I have been troubleshooting an issue with one of our email accounts, and would like to reach out for any insights you may have.
After authorizing this mailbox on June 9th, no cases were created at that time. However, on June 11th morning the system began generating a number of cases tied to emails originally received back in 2024 or 2025. Is this expected behavior following a new mailbox authorization? Have you encountered this before, or can you share any insights on why this may occur? Any recent changes to the platform could have done this?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-12-2026 09:32 AM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-12-2026 09:45 AM
Thanks for the KBA @Tanushree Maiti . Do you have any insights on why SerivceNow created cases and incidents for older emails?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-12-2026 09:57 AM
1. Check if any scheduled flow is in place with conditions targeting last year's records.
2. Any Scheduled job/script execution (Fix Script or Scheduled Job) is in place to query the records from the previous year. and send notification using gs.eventQueue().
3.If someone has manually re-trigger it from System Mailboxes > Received / Sent
