Inbound email action creates both incident and interaction

John Vo1 · ‎05-07-2020

I created this inbound email action for an email forward to create an interaction. But when I do that it created an incident and an interaction on a forward of an email. I have also disabled the create incident (forward) . Can someone take a look at my script and see if I'm missing something?

Jaspal Singh · ‎05-07-2020

OOB there exists other inbound on Incident table. For instance, Update Incident (BP), etc. Filter out all inbound for incident table & check.

Alternatively, for the inbound received mail you can go to System Logs >> Emails open the email that got incident created scroll to the bottom & look for related list. You will find all inbound actions which either would have skipped, processed. Look for the one that is processed & would require some change in when to run condition.

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Thom11 · ‎05-07-2020

There is also a 'Create Incident' inbound action, did you deactivate that?

Regards,
Thom

Azim Kazi · ‎05-07-2020

Hi John,

It happens due to if you associated any table with interaction table the associated record appears in the Related Tasks related list for the interaction.

This might help you.

If my response helps you then kindly mark my answer helpful 👍and correct ✔.if any query 🤔 feel free to ask further.

Regards,

Ajim.

Jaspal Singh · ‎05-07-2020

Hi John,

Can you try disabling the 'New' Incident inbound action as well once. Also, note Forward & New will always create new records. Also, make sure the conditions of When to run the inbound action differs.

John Vo1 · ‎05-07-2020

I notice once I change the execution order on my new inbound email action to 50 that fixed the issue. But it's weird that it created an incident on a forward even when it was inactive.