Inbound Email Received but Support Case Not Created

[Kajal Rai]

Hi ServiceNow Community,

We are investigating an issue where an email sent to our XYZ Support email address did not result in a Support Case being created in ServiceNow.

Issue:
An external user sent an email to our configured support email address on September 23, 2026. The email was expected to be received by ServiceNow and automatically create a Support Case through the inbound email processing.

However, the requester was unable to find a Support Case created from the email.

We also have an email response from XYZ Support associated with the request, so we would like to understand how the inbound email was processed and why the expected Support Case was not created.

Expected behavior:
Email sent to the XYZ Support email address
→ Email received by ServiceNow
→ Inbound email processing/action is triggered
→ Support Case is created

Actual behavior:
Email was sent to the support address
→ Support Case could not be located

What we have checked / plan to check:
1. Whether the email exists in the Received emails (sys_email) table.
2. The email's Type, sender, recipient, subject, and received timestamp.
3. Whether the applicable Inbound Email Action was triggered.
4. The conditions and execution order of the Inbound Email Action.
5. Email logs / system logs for any processing errors.
6. Whether a Support Case was created but cannot be located.

Could someone please advise:

1. What is the best way to determine whether a specific received email was processed by an Inbound Email Action?
2. If the email exists in sys_email but no Support Case was created, what logs or fields should we check first?
3. How can we identify which Inbound Email Action processed or skipped the email?
4. Are there any common reasons why an inbound email can be received by ServiceNow but not result in the expected Case creation?

ServiceNow version: [add your version]
Case table: [add your Boomi Support Case table]
Inbound processing: [Inbound Email Action / Flow, if known]

Any guidance or troubleshooting steps would be appreciated.

Thanks!

[vaishali231]

Hey @Kajal Rai 

I would troubleshoot it in this order:

1. Find the email in sys_email using the sender, recipient, subject, and received date/time.
2. Check the Email Log related list for the inbound processing details.
3. Review the conditions and order of the relevant Inbound Email Actions.
4. Check if another Inbound Email Action matched first and stopped further processing.
5. Verify whether the email was classified as New, Reply, or Forward.
6. If the action ran but no Case was created, check the action script or Flow, along with any Business Rules, ACLs, or validations.
7. Also check for a watermark or existing record reference, as the email may have updated an existing record instead of creating a new Case.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb