Inbound email not creating Incident

[kumaraj]

Hi All,

Greetings,

We have created a CODE (name: "CREATE_INCIDENT").

We have configured SERVICE, ASSIGNMENT GROUP,PRIORITY etc with "CREATE_INCIDENT"

"CREATE_INCIDENT" code is used by user in email's subject while sending email to servicenow inbox for creating an incident. exe - subject of email :  [CREATE_INCIDENT] test incident

Once email comes in servicenow inbox then with the reference of the code incident is created with configured details under code.

Issue: Now user is sending email correctly which I can see in Inbound>Received module in servicenow with status=processed, however incident is not being created.

Error i can see: Skipping 'Create Incident PIN Code', did not create or update incident.

Skipping 'Update Change task', email is type 'new', which does not match Inbound Email Action's type 'reply'

Skipping 'Create Story', condition 'email.subject.indexOf("Story:") == 0' failed

Could someone please look at this issue

[PriyaRanji]

Hi, 

Advanced Happy new Year 2019 🙂 

Please go to your email box - check for the email id to which you are sending the email is present or not.

If it is not in place add it and check - it should works! Let me know still you are facing an issues.

Thanks,

Priyanka R

[Harsh Vardhan · Accepted solution]

can you validate the condition of your inbound action. seems like it did not fulfill that

[kumaraj]

Hi Harsh, Thanks for your suggestion. I checked inbound action script and found some validation issue. So modified the PINCODE and tested again. Now it is working as expected

[Ashutosh Munot1]

HI,

Have you created your own inbound action for creating incident?

You will have to put condition in condition field as email.subject.indexOf("Create_Incident") >-1

Thanks,
Ashutosh