Need to test inbound Action

[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.

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?

Please let me know.

Thanks  

[Dr Atul G- LNG]

Hi @Abdul Please check if emails are enabled in the lower instance. Generally, email accounts and properties are disabled in lower environments to avoid any unintended communications.

[Viraj Hudlikar]

Hello @Abdul 

Since you are reprocessing an existing email from instance to validate this, first check that inbound action written is having any condition set on which might be failing to create incident. Check the email logs and you can validate did your inbound action got skipped while processing or not.

Try sending a new test email from your email client to the target address with a simple subject and body easy to get this tested rather than wasting time why not working. Also, if you are going to send real email to lower instance then as mentioned by Atul do validate if email receiving is enabled. 

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Viraj Hudlikar]

Hello @Abdul 

Have a look on the below link which will be helpful to understand working and concept of Inbound email actions.
https://youtu.be/u2TRXmVs-_4?si=iBiJphvIQzT-MXWn

https://youtu.be/fijlvJaQl9Y?si=hf4Ii97c3IINK8Ez

https://www.servicenow.com/docs/csh?topicname=c_InboundEmailActions.html&version=latest

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[manishghang]

Hi @Abdul 

Steps to Test and Validate Inbound Action in ServiceNow
1. Check if the Email properties is active or not.

2. Check Inbound Email Action Configuration

• Go to System Policy → Inbound Actions.
• Make sure the "Create Incident" action is: Active
  Condition is matching your test email (e.g. subject/body)

3. Verify Email Receiving Address

• Confirm the email is sent to the correct ServiceNow inbound email address.

4. Check Email Logs

• Go to System Logs → Emails
• Find your test email and open the log entry
• Is there any error in the log?

5. Test Inbound Action Directly

• In the email log, use the 'Reprocess' option.
• Before reprocessing, confirm if The email body/subject matches the inbound action condition.
• The recipients were correctly set (replacing recipient may not work if domain mismatch).
  
  Thanks,
  Manishkumar