inconsistency in the way emails are sent

[kartikchoum]

In ServiceNow we have this feature to create a ticket from incoming email and notify the assignment group of this ticket creation, for some of the tickets in the notification short description is not captured before the email is sent hence short description is going blank for those cases.

In a ideal situation:

Inbound email enters the servicenow > Relevant Inbound Action is triggered > Ticket is created with all the fields > Email notification is triggered.

But sometimes, in a not so ideal situation:

Inbound email enters the servicenow > Relevant Inbound Action is triggered > Ticket is created with some of the fields > Email notification is triggered > Remaining fields are populated.

Now i want to know have anyone else experienced the same? And also, what is the solution for this.

[Dr Atul G- LNG]

Hi @kartikchoum 

2 thing, try to see if any plugin which work for inbound action , else log a now support case.