Inbound Email creating two cases: one with HR Service and one without

[kartikchoum]

Hi Community,

I am seeing a funny issue, when an email is received, my inbound email action is triggered and rightfully creates the ticket/s with relevant HR Service.

However, as checked at the same it also creates another ticket a replica without the HR Service value.

I am not sure why this is happening. I can confirm that only my relevant inbound action gets executed.

[rishabhgarg]

 are you using scripting logic to create case inside inbound action?

[Badrinarayan]

Hi @kartikchoum , 

Did you check for email log related lists in the emails 

something like this below

In the email log , it will show us what are all flows which are executing with this inbound email , based on that , review logs and check the flows which are executed , or else cehck for any inbound actions which are present , 

Mark my solution as helpful if your issue is resolved

Thanks regards

Badrinarayan

[Ankur Bawiskar]

@kartikchoum 

when inbound email comes, it shows which inbound actions triggered on that email

did you check there?

Also did you check any other logic is written which creates the other HR case?

[Tanushree Maiti]

 It could be the case that two different Inbound Email Actions are matching the same email,

OR an out-of-the-box (OOTB) rule is triggering along with your custom one. Validate this.

Refer : KB2511748 Inbound Email generating two tickets