inbound action not working

benolsen · ‎03-22-2017

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 · ‎03-22-2017

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

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jarodm · ‎03-22-2017

Sounds like you need a PDI (Personal Dev Instance). You can register for one here: https://developer.servicenow.com/app.do#!/home

You can enable inbound/outbound email from it and then start sending in emails and refining your conditions and scripted actions.

Jarod M

benolsen · ‎03-22-2017

ok looking into this, looks promising, however it goes vanilla if there is no activity after 10 days? so if you are building something complex and go on vacation, you are screwed. hahahaha. Ok, salesforce dev orgs are good for at least 2 years or more, and you can have as many as you want, for different types of projects. I'll look into this training and see what i can get out of it though. I appreciate this info. but my inbound actions is still not working. Do i need to make it number 150 instead of 100? so the rule fires after other rules? instead of possibly at the same time and causing a collision of some sort?

Brad Tilton · ‎03-22-2017

I would just put something on my calendar to login and change something, and then also backup my work (to git or locally) every week.

You might actually want to make the order 0 so that this inbound action runs before all the other ones.

Brad Tilton · ‎03-22-2017

Ok, you should definitely register for a developer instance as Jarod suggests, and also take a look at the training on that developer site. There are a bunch of step by step tutorials and more are being added constantly.

When you look at the email record after the email has come into ServiceNow and scroll down to the email logs section at the bottom (which it sounds like you've done), do they all say 'skipping' or does one of them say 'processed'? On that email record, the second field down should be Target. Is that field empty or populated?

benolsen · ‎03-22-2017

signed up for dev org and looking through tutorials, thanks for that. only one on the email log that says processed is; Processed 'Varex Create Call', created new_call :CALL0001108, but i'm not making a call, unless this refers to call into the system, like inbound email?