Scripting issues when creating a new inbound email action - automated incident creation

[AHMMAMW]

I'm attempting to create a new email workflow for an expansion that is needed in our instance. This instance was built several years ago and underwent customization at that time, and so I am not fully familiar with the intricacies of it. The issue I've currently come across has to do with inbound email actions, as I'm attempting to create a new one which I expected to be very straightforward but I cannot get the scripting text box to be visible.

Within the "Personalize Form" menu the box for Script is checked, and greyed out, but it is not visible to enter a script into.

[GopikaP]

Hi @AHMMAMW , could you please share some screenshots to get better understanding of your requirement?

[Shree_G]

Hello @AHMMAMW ,

Confirm if the "Action Type" is Record Action and NOT  Reply Email.

[Ankur Bawiskar]

@AHMMAMW 

Did you try to clear instance cache using cache.do and then logout and login again?

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