Find out which script is parsing a inbound email

[mtrojahn]

Hello,

I've been trying for a few days now to find out which script is executing a parse of inbound emails and adding them as work_notes on my work orders or work order tasks (CSM module).

In the screenshot above, you see the same message being parsed twice. Below, I think it's the out-of-the-box solution from Servicenow, which shows the title, sender etc and you can expand it to see the text.

Above, it is the same message, parsed by some other script I can't find. The body of the message gets parsed as HTML and added as a work_note. I want to get rid of that.

I've already looked everywhere I could think of. Inbound Email Scripts, Business Rules, Flows, you name it.

Anyone have any ideas on how can I find out which script is doing it? Thanks in advance.

[Peter Bodelier · Accepted solution]

Hi @mtrojahn 

Have you checked the sys_email table?
When you lookup the email, you can see what has been triggered and what not.

[mtrojahn]

That is a very good advice I didn't know about. I'm going to check that on prod because it's the only instance that we actually receive emails and I'll report back here.

Thanks!