Inbound Email Action failing with “a suitable GlideRecord not found” – attachment-based Import Set

[Sharad Srivast1]

We are facing an issue while implementing an email-based data ingestion use case in ServiceNow Dev instance.
The requirement is to:

• Receive email with CSV attachment
• Process attachment via Inbound Email Action
• Load data into Import Set table
• Trigger Transform Map
• Populate CMDB table (cmdb_ci_mfp_printer) using IRE

However, the inbound email action is not executing the script, and the process is failing before Import Set creation.

Observed Behaviour
From syslog_email logs:

Email ingestion is successful
Attachment is detected
Inbound email action is evaluated
Script execution is skipped

Error Message:
Skipping script 'Printer Email Import', a suitable GlideRecord not found

Configuration Details

Inbound Email Action

Parameter Value

Name	Printer Email Import
Type	New
Action Type	Record Action
Target Table	None
Execution Order	1
Stop Processing	Enabled
Condition	Subject contains "Printer Load"

Script Overview:Script attempts to:

• Fetch attachment from sys_attachment
• Create import set record (sys_import_set)
• Load attachment via GlideImportSetLoader
• Trigger transform via GlideImportSetTransformer

Current Blocker

Skipping script 'Printer Email Import', a suitable GlideRecord not found

This indicates that:

• Inbound Email Action engine requires a valid GlideRecord (current)
• Script execution is blocked before runtime
• Import Set logic is never triggered

Impact

• Email-based automation for CMDB ingestion is blocked
• Import Set pipeline cannot be triggered via inbound action
• Duplicate manual processes required

Experts: I am requesting for your help for this requirement and any inputs welcome here in regards.

Additionally,Please confirm:

• Is this a platform limitation of Inbound Email Action (Record Action) requiring a valid GlideRecord?
• Is attachment-based Import Set processing supported via inbound actions without a target table?

Recommended approach to achieve:
Email → Attachment → Import Set → Transform → CMDB

Any supported workaround or best practice

Thanks

Sharad

[Mark Manders]

Why not use IntegrationHub ETL? 

But if it really needs to be this complex, why not create a data source and add your attachment to the data source. By executing it, it will automatically create your import set and you can start the transform from there. Since the attachment will always be the same, you can easily create that data source record and then you have your glide record available (always). Jus add an extra rule to remove the attachment after transform is done, so it will be ready for the next email.

[pr8172510]

Hi @Sharad Srivast1,

Skipping script 'Printer Email Import', a suitable GlideRecord not found is expected when the Inbound Email Action is configured as a Record Action but no valid target record (current) can be identified.

• Record Actions require a target table and a valid GlideRecord context.
• Since your Target Table = None, the inbound email engine cannot create/find a current record and skips the script execution.

•  Record Actions require a valid GlideRecord (current) before the script is executed.

• Processing email attachments and loading Import Sets is supported, but it should not depend on a Record Action without a target record.

Email
   ↓
Inbound Email Action (Script)
   ↓
Attachment
   ↓
sys_import_set
   ↓
Transform Map
   ↓
IRE
   ↓
cmdb_ci_mfp_printer

A common pattern is to move the import logic into a Script Include and invoke it from the Inbound Email Action.

However, the root cause is the Record Action configuration, not the Import Set APIs.

 changing the Inbound Email Action design so it does not rely on a target record (current) and handles the attachment/import processing directly through script.

[Ankur Bawiskar]

@Sharad Srivast1 

I think it's not a good idea to load CIs via email but it all depends on customer requirement

check below links

Loading data from an email attachment 

Import Excel File from Inbound Email via Flow 

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