No incident is created from inbound email action

[thomaskennedy]

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?

[thomaskennedy]

Yes it increments by 1 each time.

[Michael Fry1]

I think the inbound action is working, something else is causing the problem of the Incident being inserted. You said this is dev or test, so I assume not a developers instance. You can open ticket for HI support as they can access your instance.

[zica]

Thomas,

What have you got within the incident INC0399879 ?

You also need to specify the type of inbound action (new, forward or reply) to fire the right one.

As you said before, 'it isa copy of an inactive one', please ensure that the new inbound is active.

[thomaskennedy]

AKb, the Action type is Record Action, and Active is checked.

There is no incident INC0399879. It's not clear to me where that log message "created incident :INC0399879" is coming from. There is no such statement in the inbound action. The default value formula for incident.number is javascript:getNextObjNumberPadded(), which calls something called NumberManager.getNextObjNumberPadded() which I have not been able to find. Perhaps that log statement is baked into NumberManager.

It acts as the intended insert on incident is being canceled somehow.

[kristenankeny]

Have you tried doing a log of the current.sys_id or current.number after the insert to see if you get any clues in the log?