inbound email action being skipped

[dstuart]

I am trying to create an inbound email action to create a new incident from a server monitoring product. My problem is that the inbound email action is being skipped.

"Skipping 'VC - Create Incident', did not create or update incident"

No reason for the action being skipped.

The inbound email action is active, target is the Incident table, and type is new. There is no condition on the action.

The email shows up in the Received Mailbox as Processed. And the log shows all the various inbound email actions being skipped due to not a reply, not forwarded, not a change, etc.   But mine just says Skipping without any reason.

Any clues to what I can look at?

I've read many, many posts here, but so far, none have provided any help.

Thanks,

Dave

[HugoFirst]

David,

I like the approach you took!   Any chance that we could hear any details about the problem and the fix?

I'm curious about the failure modes for email and would like to learn more about the road block you hit.

[dstuart]

Hi Steve,

I wish I could tell you what fixed it. My first action, which was a copy and modify of the OOB Create Incident action, would not run at all. No reasons given, but it was always being skipped every single time.

So I trashed it, copied the OOB action again, and then started stepping through, very small, incremental changes, making sure that the action would run after each change. All my custom code from the first pass is in, and it's still running.

I have no clue as to what was causing the problem the first time through. I really wish I did…

Dave

[blitzburgh79]

I had the same exact issue which in my case was caused by an HTML table contained within the email. Even though my email was only 64KB in size I was able to resolve the issue by adding the com.glide.email.max_body_bytes property to sys_properties

Property	Value
Name	com.glide.email.max_body_bytes
Description	Specify the maximum size of an email message body in bytes. The size cannot exceed the default value of 16MB.
Type	Integer
Value	16777216

Maximum email body size

Hope this helps