Received emails not setting a Target / Inbound Email Action not triggering - after upgrade to Helsinki

[Cheyenne1]

Hello,

After upgrading our sub production instance (From Eureka to Helsinki) received emails aren't doing anything, they're just sitting in 'ready for update' . I have a bunch of inbound actions setup to target different tables, that were all working prior to the upgrade.

The received email is not setting a target, although everything is defined in Inbound actions. Does anyone have any ideas as to why this is happening? Can send more screen shots if needed. Thanks !

[Cheyenne1]

I just thought I'd update you guys with the fix from ServiceNow. The 'Events process' scheduled job was stuck on a 'create user' workflow activity. Some of the old events that weren't processed were stuck in the 'old system' (Eureka) sysevents shard had to be moved to the 'new' sysevents shard (Helsinki) and set to a 'ready' state.

[Sumanth16]

Hi Cheyennes,

I am facing same issue in my instance.Can you please more detailed explanation on this? 

[amitgrewal]

Hi Guys,

I'm facing the same issue lately. One of the inbound actions stopped working, no logs of emails either in received, inbox,ignored,skipped. Also the emails log dont show any email recieved to the service desk ID. Did check with the Email admin and emails are successfully delivered from their end.

Somethings I already tried are:

1. Tried changing this value of -1 to 0 as mentioned in some posts.

2. Tried creating a fresh inbound action also. Didn't work.

Our script is as shown below. Any help would be highly appreciated.

if (email.direct.indexOf('xyz@xyz.com') > -1)
{

current.u_additional_comments = "received from: " + email.origemail + "\n" + email.body_text;
current.u_short_description = email.subject;

var vInboundEmail = email.from;
var vExistingUser = new GlideRecord("sys_user");
vExistingUser.addQuery("email", vInboundEmail);
vExistingUser.query();
if (vExistingUser.next()) {
var sid = vExistingUser.sys_id;
current.u_caller= sid;
current.u_opened_by = sid;
}

current.insert();

}