CSM case not created when email send by the user from the sys_user table and issued in Inbound email

[Sivakrishna]

Hi team,

               I am having the inbound email action which creates a Finance CSM case when email sent by the user who is in the user's table but Finance CSM case is not creating when user sent the email to the shared email box. After email sending to the shared email box and that shared email box forwarded to the servicenow instance email and it is successfully shown in the inbound received mail box. When I opened the email from sys_email table, the target is showing "Email not processed: "(Snap attached below). I have tested in the Dev instance and I have exported and imported the email in the dev instance. When I clicked the "Reprocess email" UI action button, in the email logs it is showing "Skipping script 'test', condition 'instance=^EQ' failed"(snap attached below).

Please suggest some solution for this.

Thanks in advance

With Regards

P. Sivakrishna

[shyamkumar VK]

@Sivakrishna  , Verify if the email matches the specified conditions. Also, ensure that another inbound process on the same table is not running first. Check the order of your inbound , try to update to lower order and Retest

Added some Troubleshooting docs below

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0524472

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538137

Regards.

Shyamkumar

[VyshnaviA]

Hi 

emails from no-reply @ yazaki.com should be creating cases in 'Inside Sales' table but not creating.
How to resolve this