email processed but Incident is not created.

RahulRAJAS · yesterday

hi
I have an inbound that will create an incident when the subject and user matches. But recently we found an issue with the configuration, when ever we are trying to create an incident through inbound with same subject same as active incident then email is getting process for same inbound action but incident is not getting created. Why?

RahulRAJAS · yesterday

Hi @Dr Atul G- LNG
Found the BR created by our former colleague due to which this behaviour is happening. Thanks for the help and your time.

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Dr Atul G- LNG · yesterday

Hi @RahulRAJAS

When you say the process is active and the email is in sync, does that mean the email is being received but no record is being created in the target (incident) table?

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Dr. Atul G. - Learn N Grow Together
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RahulRAJAS · yesterday

Yes, Atul.

Dr Atul G- LNG · yesterday

Hi @RahulRAJAS

Worth checking

https://www.servicenow.com/community/developer-forum/target-field-in-mails-in-inbound-email-action-i...

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Ankur Bawiskar · yesterday

@RahulRAJAS

any other inbound action is getting processed?

ideally if your inbound action is processed then did you add gs.info() in your script?

OOTB there is already 1 Inbound action of type NEW on INC. what about that?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader