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]

After the insert it logs something like 'sys_id for Submit Monday 4 is c59b716a135c36001aa95d622244b0c9'. But there's no such sys_id in the incident table. I ran a fix script* to find it anywhere but it found nothing.

* Search for a specific sys_id

[ndp]

Can you please check if email id with which you are sending inbound mail is updated for user in Users table.

[Akhila8]

hey thomaskennedy

Did you sort this Issue? if so, can you help me with the steps?

2017-01-16 09:02:12 Processed 'Create Incident', created incident :INC0399879

I am also seeing the above log in email log, but Target doesn't contain the INC0399879 record, How did you resolve this Issue.

[thomaskennedy]

I'm sorry I really don't remember what the resolution was. In general, creating incidents -- or anything else -- through inbound email hasn't worked well for us as the are too many competing mail rules waiting to snap up the email and prevent the  intended rule from ever seeing it. When I need to create something in a SN table I use the table's REST interface instead.