How to handle Multiple Inbound Actions?

[Nikunj Bambhar1]

hello Everyone,

seeking help !!!!

we have inbound action any email to servicenow creates a CALL Record

we have one alert which comes to servicenow i need to create Incident ticket from that?

i created one more inbound action saying if subject contains "XYZ" then create incident.

now it creates incident as well as call record. how can i stop this? 

what is the best practice or what others are doing in this situation?

[SanjivMeher · Accepted solution]

You need to set an order in the inbound action. So if you want Inbound action for incident should run first, order should be less than inbound action for call record.

Then If an inbound action processed the email, it should stop processing. To do that, there is a checkbox on inbound action page 'Stop Processing'. Make sure you check that checkbox for you inbound actions

[Nikunj Bambhar1]

I see the check box Stop Processing. i should check mark that in the First one which creates incident right?

[SanjivMeher]

You should check mark that box in all the inbound actions you are working on, if not checked already

[Ankur Bawiskar]

Hi Nikunj,

Inbound email action has order field. order with lowest number is ran first and then higher one. if any one inbound email action found for that table then you can use stop processing checkbox which would stop executing further inbound email action.

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur