Inbound Email Action Script not showing on Email Log

[Ibrahim Majad]

Solved - Had to create the credentials in the global domain.  

I need to create an inbound email action to process emails coming from OneView so that the incidents can be made based on the field mappings

However when I try sending through Email - the action doesn't even show in the log as processed or skipped 

Have I missed something - The conditions have been set to open so it should at least show on the log

[Hemanth M1]

Hi @Ibrahim Majad ,

Can you confirm all 45 logs are skipped???

would you mind check the email status is it received or ignored by any email property or rules

[Ibrahim Majad]

Hey Hemanth,

Apologies you are correct it doesn't skip all 45 actions - it actually executes the default OOTB Create Incident Action. I deactivated and deleted it but still, it executes it. The Email is Received. 

Is this a bug on ServiceNow side? I should also mention that the instance is domain separated if that effects email actions.

[Hemanth M1]

Hi @Ibrahim Majad ,

Its not a ServiceNow bug, did you delete the OOT inbound action?

Possible issue: their may be other inbound action which  higher order running and has stop processing checked.

>>Could you check the logs (after you deactivated the inbound), which one is running and check is condition.

>>And also in your inbound action: update the condition appropriately (something like subject line starts with or Sender)

>>OOTB Create Incident Action always runs (if its active) since order is 100 and type new email and no condition(condition matches all the time)

>>Update lower order to your inbound and narrow down the action using condition.