Hello, all. Happy Holidays 2024.
When I send an email to our Dev Instance of ServiceNow, and it includes "RE: MyCaseNumber" in the subject line, like this:
It seems like not one but TWO Comments are getting added to the Activity Stream of my case, as you can see here:
This is confusing to our end users.
I believe this is happening because two separate Inbound Email Actions are running, one associated with table sn_hr_core_case, and one associated with table sn_hr_core_case_operations. I have not changed either of these inbound email actions. When I look at the email log for the message which came into the inbox, I see the following:
So it seems like something is running which correctly identifies that the inbound email is associated with the specific table "sn_hr_core_case_operations", but then an inbound email action for the parent table "sn_hr_core_case" is also run.
Question 1: Is that a bug, or is that how inbound email actions are supposed to work? In other words are the inbound actions for only one specific table supposed to be activated, or are ALL actions on all Parent Tables supposed to run, until one of them says "stop"?
Question 2: If it's supposed to work that way, with ALL actions on all Parent Tables run... then why do the out-of-the-box Inbound Email Actions not have the "Stop processing" flag checked?
I don't really want to set the "Stop processing" flag on these Inbound Actions, because I don't know what else (now or in the future) might NEED to run, and will be prevented from running, if I do so.
Thanks for any light you can shed on this matter.
