I have an inbound email action named 'Create Incident' in our dev environment where I'm an admin. It is the only active inbound action by that name. This action runs when the Subject starts with 'Submit'. When I send an email in from prod, the action runs (as me) but no incident is created. When I open the received email and check the Email Log it reads like so:
...
2017-01-16 09:02:12 Skipping 'Update Request Item', email is type 'new', which does not match Inbound Email Action's type 'reply'
2017-01-16 09:02:12 Processed 'Create Incident', created incident :INC0399879
2017-01-16 09:02:11 Skipping 'Create Story', condition 'email.subject.indexOf("Story:") == 0' failed
2017-01-16 09:02:01 Ready for update
No incident is created and I see no error message anywhere.
The only required fields on incident are description and short_description, and these are populated like so:
current.short_description = email.subject;
current.description = email.body_text;
When I add gs.info() statements, all of them run, including any I put after the call to current.insert(). This suggests that no exception is occurring on that line.
We are on Helsinki, build date 11-08-2016_1607.
This action is a copy of an inactive one I found in the system. I don't know if that one was ever active or if it worked.
What can I do to troubleshoot this?
