inbound action not working

[benolsen]

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?

[Brad Tilton · Accepted solution]

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.

Service Desk Call

[benolsen]

B-rad,   you were right, changed order of inbound to 95 instead of 100, incident created and assigned to proper group.   You have given me a small glimpse of hope that this system might actually work.   Sorry for the salesforce rants, been working on this for more than a week with no luck, was about to punch my screen when i left yesterday and been here since 430 am this morning.     Thank you Thank you.

Thanks Jarod for you training info.

[Brad Tilton]

No worries, I know how difficult it can be to be thrown into managing an existing instance.

[jarodm]

So can I get a Salesforce Personal DEV instance equivalent without being a customer? I'm interested in taking a look around under the hood.

JarodM

[benolsen]

absolutely, you can have as many as you want, free tutorials, and the tutorials even check your work to see if you completed the steps in your dev org properly, and if not, it well tell you where you went wrong and how to fix it.....       go to Salesforce Developers     for a dev org,     go here to sign up for trailhead ( learning system) Salesforce Developers ,     but if you go through the second link, "trailhead"     one of the first tasks will show you how to create a free dev org. they also have what we call super badges, the system gives you a scenario, you create the solution and it checks your work, theses span multiple processes you need to learn and they start at about the 6 hour mark to complete .     check through the "badges" and find what you want to learn,   admin, dev, analytics, artificial intelligence, marketing, and everything else the platform can do. there is pretty much a badge for everything you want to do.   let me know if you need anything else.