Create a csm case via inbound email

[SK41]

Hi,

I have a requirement to create a case via email. If the email comes from below email ids and subject contains keywords like "customer clearing" then create a case in the custom table Cash , and set short description as " ABC", and set service type(reference field) field as " Cash". 

Above is the inbound i created but it is not getting triggered when email comes. Can you please suggest what is the issue here?

Thanks!

[KrishnaMohan]

Hi @SK41 

Below articles guides you through the process of troubleshooting inbound email action issues

Troubleshooting inbound email action issues

Common inbound email issues

If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community.

Regards,
Krishnamohan

[SK41]

No, Not helpful

[kaushal_snow]

Hi @SK41 ,

1. If there's a Flow Designer flow configured with an inbound email trigger, that may override or block your classic inbound email action. Ensure Stop Processing is enabled appropriately in your flow settings so the inbound email action can run.

2. If your inbound email action targets a custom scoped application or custom table, ensure the table is accessible across scopes (or that the action is in the correct scope). Try checking the table exists and that the action is set to create records there....

After this, add below code in Inbound Email Action Script:

var gr = new GlideRecord('u_cash'); // custom Cash table
gr.initialize();
gr.short_description = "ABC";
gr.service_type = 'Cash'; // reference value, adjust as needed
gr.insert();

gs.info("Cash-case record created, sys_id: " + gr.getUniqueValue());

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[SK41]

Tried, not working still