inbound email action forward type

[madhvi]

Inbound email action is not working for forward type in helsinki.

I have added FW:,FWD: in email properties.user is sending mail with subject "FW: FWD:SUBJECT test".

Inbound email action is failing to create any incident.Any idea with issue.I am working in Helsinki.

Thanks

[Nitin_NOW]

can you please put your inbound action screeenshot/code here? it will be easy to respond on the issue

Regards!

[madhvi]

Hi Nitin,

condition: email.from.toLowerCase() == 'test@test.com'

Script:

current.short_description = email.subject;

current.description = email.body_text;

current.contact_type.setDisplayValue('Email');

//current.u_category.setDisplayValue('Failure > Outage');

current.assignment_group.setDisplayValue("servicenow");

current.priority = '3';

current.cmdb_ci.setDisplayValue("snow");

var gr = new GlideRecord('sys_user');

gr.addQuery('email',email.from);

gr.addActiveQuery();

gr.query();

if(gr.next())

{

  current.caller_id = gr.sys_id;

}

current.insert();

new EmailTrackingUtils().LogEmail(sys_email.sys_id, current);

event.state="stop_processing";

[Rajshekhar Pau1]

Hi Madhvi,

Here are few suggestions which you could give a try once:

1. Could you please check if there are other Forward inbound email actions in the system which is getting overlapped with this one?
2. Also, check the logs of the received emails in the system from: Inbound->Received. Please note the log information there, that why this particular 'Xyz' inbound email is getting skipped?

3. Please ensure that you have selected Action Type of the Inbound action as- Record Action, and Type as Forwarded, and the chosen table is Incident.

Please share the information so that it can help me to debug the reason of such behavior.

Hope this helps.

Please hit Like or mark Helpful or Correct based on the impact.

Thanks,

Rajshekhar Paul

[madhvi]

In logs,i find this:

email is type 'new', which does not match Inbound Email Action's type 'forward'

don't understand where thing is going wrong.