Inbound email not linking to target

[will_smith]

I have been seeing some inbound emails not linking to the proper target in our production environment - it's the only one with email sending/receiving enabled - and I cannot figure out how to fix this. This is my email error: "Action table 'incident' does not match targeted table 'sc_task' for inbound action 'INC Submitted (FWD)', email does not result in creation of new record."

The emails are created from the Catalog Task [sc_task] table, but this says they are trying to use the incident table and it doesn't work. Another clue I see is that it appears they were forwarded.

Below is the inbound email action I would think this would be affecting, but it looks like it needs some updates. I am concerned with making them in production, but can't determine how to test them in our development environment since email is turned off.

Thank you very much for looking into this as it's been a nagging issue for us.

[rehani]

Hi,

I would first go to the Inbound Actions and filter on those where the target table is 'Incident' which are active.

Then check to see if any are set to run when the type is 'forward' under the 'when to run' tab.

It's likely there is one triggering that might need a condition altered to exclude these types.