Created a record by inbound action but not showing in list or Target field

[Prudhvi Raj Y]

Hello Team,

I have created a inbound action, when I send an email the inbound action is creating the case record which I can see on the email logs but the same record is not visible on the list or on the target field

Below is the script I'm using.

Please let me know if something is wrong in the process.

Thanks,

Prudhvi

[Arav]

Hi,

Please check if you have access to the case record that was created. The fact that there is an info icon next to the Target field means that there is a record associated.

Thanks,

Arav

[Prudhvi Raj Y]

Hi Thanks for the response, I have given the admin access to user and tried still is see the same result.

Thanks,

Prudhvi

[Arav]

Hi @Prudhvi Yerriboyina , is the user able to view the case record by navigating through Customer service left navigation after you granted admin access ?

If not, providing admin access may not suffice as access controls work differently for a few of the scoped applications like HRSD, CSM etc.

Please go though the link below as reference and also validate access controls.

https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/reference/csm-query-rules.html

Please also debug Access controls and check where the error is.

Thanks,

Arav

[Sebastian Tisc1]

Hi Prudhvi,

seeing that there is an info icon next to the target field means there should be at least an invalid reference, for example a sys_id that does no longer exists. If you check the XML of the sys_email record, do you see valid values in the target table and instance fields?

Cheers,

Sebastian