Need Clarification

[Abdul]

i am trying to validate the inbound Action of creation of an Incident in our lower environment.

The email which is being sent to 

merchandising.servicenow@parkland.ca

should create an Incident.

And this is a DL email. Not a Service Account. 

To test this i have selected a previous email with type as received and in the place of the recipients i removed the earlier one and then used this email id saved it and then reprocessed it.

The Incident is not getting created.

Is this the correct way to test?

Or is there any other configurations that i need to do, we have an inbound action already. 

Please let me know.

Thanks  

[Dr Atul G- LNG]

Hi @Abdul 

Few things

• Please verify that email properties are enabled in the lower instance and that the email account is properly configured.

• Ensure this email ID is mapped to an existing user; otherwise, a new user will be created in the platform.

[Abdul]

so only if there is a user with that email id it will create an incident is it? and not the group?

[Dr Atul G- LNG]

Technically, yes, its a user.