Inbound Action OOTB "Create Incident", Target Empty, But Showed Processed.

[JDX7913]

Hello,

I know there is an OOTB inbound action to create INC.

However, when I sent a test email to the instance I am getting a blank target, but in the email log it shows that the inbound action was processed with the INC number (see below):

When I try to search or lookup INC0010109, in this case, the record is no where to be found.

Again, the inbound action to create INC is OOTB.

[Sheldon Swift]

Hi @JDX7913 - If you show XML on that sys_email record...are there values in instance and target_table? I assume yes, as you would typically see "(empty)" in the Target field if it were truly empty. In that case, it’s likely something is preventing the insert, such as an error or a business rule with the 'Abort action' checkbox set to true.

[JDX7913]

@Sheldon  Swift, If I do a show XML, I do see a sys_id (I am guessing for that INC record), but doing a search for that sys_id gets me no INC record.

Do you know what OOTB business rule that would cause this? As I said, everything in this instance is vanilla, besides a couple of custom fields on the table.

[Sheldon Swift]

Unfortunately, without more information I'm not sure which business rule would cause this. It might be helpful to put the email body here (redacting any sensitive information), but I would start by looking at the active business rules running before insert on incident and task: /now/nav/ui/classic/params/target/sys_script_list.do%3Fsysparm_query%3DcollectionINincident%252Ctask%255Eactive%253Dtrue%255Ewhen%253Dbefore%255Eaction_insert%253Dtrue%255EGROUPBYcollection

You could always disable a rule to test, then revert back to the OOB version when you've finished testing. Maybe the rule named "Abort changes on group"?

[JDX7913 · Accepted solution]

The problem that we found out was there was a custom data policy in place that was preventing the inbound action from creating INC. 

We disable that custom data policy and moved it to a UI policy for the time being that the inbound action works now.