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‎03-22-2017 05:48 AM
Trying to build an inbound action to create an incident, i'm using our test environment, I have copied the existing inbound action sample and only added a filter for what the subject contains to assign it to a special group. the action is set to active, and i can see where the email is coming into the system, but looking at the log, it does not seem to be processing the 'create incident' portion, and in the log the Deleted box is checked. Any ideas?
Solved! Go to Solution.
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‎03-22-2017 07:36 AM
Ok, for the inbound actions, they're typically setup so that when one is processed, the rest down the line (with higher orders) are skipped. In this case it looks like you have an inbound action creating a new call record from the email. If you look in the inbound actions table you should find one called Varex Create Call. I would check the order on that inbound action and then set the order of your salesforce inbound action to be a lower number than that one. That will process your salesforce action first.
Generally you want to set your more specific inbound actions to run first and then a more generic catch all.
PS: New call in ServiceNow is like a staging record so someone can triage it and determine whether it ends up as an incident or request.
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‎03-22-2017 06:04 AM
Are there other inbound actions on incident? What are the orders of all of your inbound actions, and what are the conditions on this action?
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‎03-22-2017 06:11 AM
there is one other 'create incident 'forwarded' that is active. the one i have created is a 100. I don't believe there are other inbound actions on incident. the inbound action ( and about 5 others to follow) will take an inbound email, look at the subject ( this one is salesforce) and then distribute it to the salesforce team. I am sending the emails directly at this point to the instance, however when this works, i will actually have a company email box/forwarder created so our users will only have to send an email to something like salesforcehelp@company.com.
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‎03-22-2017 06:24 AM
What are you using in the conditions field on the inbound action and have you tried adding any logging?
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‎03-22-2017 06:57 AM
subject contains Salesforce or
subject contains sales force
I dont' know how to add logging, this system got dumped in my lap, i'm a 5x certified salesforce admin/dev. in salesforce we have a debug log, all you h ave to do is open it and perform your action and it automatically logs all actions for you. We also have free training and free dev orgs, ( i have about 8 personal , and 3 here at work) please let me know where i can do some real hands on free training, please don't say wiki, because from what i have seen on there it wasn't helpful. I have watched a few videos, but they mostly apply to service now express. Every company i have worked for has dumped this system and gone back to or chosen a different system, although i have salesforce friends who have stayed with service now also. i don't want to hate this system, i want to make it better for our company, I want to understand it and be able to apply my skills within it, but without real training and tutorials from the community/ service now, this is proving difficult. One of our guys here went to the admin training ( paid one) he then proceeded to tell me you can' t do inbound email actions...... Thanks for your help so far.
