incident created 'opened on your behalf'

[allen_pitts]

Hello forum,

Have created inbound email action
that create incident based on email from
system called SolarWinds. But it is creating
three incidents one has the correct short description
parsed from the email and two more incidents
that are unwanted with sort description:
'Incident INCxxxxxxx - opened on your behalf'
I have looked through the inbound email actions
and that string is not found.

On both of them the caller is Guest.

Before I start through all 947 business rules, is there a way
of seeing what is creating these incidents?

Thanks.

Allen Pitts

LHP Hospital Group

[ohhgr]

Hi Allen,

Could you check if the incident creation mails are also sent to to the SN id?

I mean, once a mail is sent to SN id and an incident is created. Are there any emails that again go to the SN id?

You can further modify your inbound actions to prevent Duplicate email creation.

More details could be found here Duplicate Incidents Due to E-mail Replies and Forwards

Hope that helps.

Thanks,

Mandar

[Brad Tilton · Accepted solution]

Hi Allen,

I know you said you had looked through the inbound actions, but it is possible to have multiple actions being taken on the same email if you don't tell it to stop processing.

Ordered Email Processing - ServiceNow Wiki - #Configuring_Processing_Order

Since the short description on these incidents is 'Incident INCxxxxxxx - opened on your behalf', that may match one of your outbound emails from servicenow to the customer. Is it possible that that email is being bounced back to servicenow or maybe servicenow is on the to line in the email that goes out? Are the created times on the three incidents that get created the same, or is there a delay between the first one and the others? That may give you some idea of what's happening.

[allen_pitts]

Hello Brad and Mandar,

The element thast was creating the extraneous incidents
was a notification called 'Incident opened for me'.

Writing a condition that is specific to incident coming
from SolarWinds   'Caller is not SolarWinds'
cured the problem.

Thanks.

Allen Pitts
LHP Hospital Group