Inbound mail actions not working

[Renu4]

Hello Everyone,

This time i am back with another question 🙂

We have a request where if a user sends an email to a particular id then an incident has to be created in Servicenow and assignment group has to be the related group(xxx).

I have configured this using inbound email actions and this works fine on Dev instance.But when i moved this update set to Prod the incidents are not getting created.

Please guide me on this.

Below are my workings.

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
    var it_MKUHR = gs.getProperty('ats.group.MKU_HRSupport'); // IT HR

    current.caller_id = gs.getUserID();
    current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
    current.short_description = email.subject;
    current.contact_type = "email";
    current.assignment_group = it_MKUHR;

    current.insert();

})(current, event, email, logger, classifier);

[Jaspal Singh]

Hi,

Can you confirm,

1. Inbound receiving is enabled.

2. Is the mail received?

3. Did you check if there is any other inbound action?

4. If mail is recieved, scroll to the bottom of & look for the inbound action that was processed.

[Renu4]

Hello Jaspal,

1)Yes inbound recieved is enabled(Checked system propertied-->email properties) but i donot see this email in system mailboxes-->inbound-->recieved

2) there is no other inbound action

[Jaspal Singh · Accepted solution]

Thanks, This implies mail is not received at all. Hope you have shared relevant mail address of ServiceNow i.e <yourinstancename>@service-now.com

Also, are you using mail relay or different POP3 mail box?

[Renu4]

1) how do i check?

Hope you have shared relevant mail address of ServiceNow i.e <yourinstancename>@service-now.com

2) email account info is below.