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);

[Sohail Khilji]

@Renu4 ,

if its working in dev and not working in prod, which means the development must be fine but u just need to recheck your inbound configurations and settings and adjust them accordingly.

I suggest to make the below checks:

1. Validate your conditions 

2. check for inbound email properties if configured right

3. have you received the email on ur Received box ?

4. check if the conditions meet for incident creation

5. cross check your domains

Also, refer the below KB for more troubleshooting.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538137 .

[Weird]

Check the received email in System Logs -> Emails.
Check that the "To" address is correct.
Then scroll down to "Email Log" related list and search Message for your inbound action name.
What does it say for that? If nothing then you can filter out "Skipping" messages and check which Inbound action was processed and why.