Target field is empty on sys_email table

[Hussain Kachwal]

Hello,

We recently upgraded from Kingston to Madrid & are encountering this issue:

Target field (instance) is always setting empty on emails (sys_email) table where we have a shared email for Guest users to log incidents of which incidents are failing to be created.

As a troubleshooting step, verified sysevent -> email.read with state = processed. There are no changes made in the Inbound action that can cause any issues.

Need to understand the root-cause as to why target field on sys_email table is setting empty?

Thanks in advance.

[Harsh Vardhan]

go to Inbound >> Received >> validate the email which came in service-now >> Open that , then you will see the related list "Email logs",

mention *your inbound action name and see the logs, why it has skipped or ignored. 

[Hussain Kachwal]

I navigated the way you mentioned. On opening the email log: I can see this info but request is not getting generated.

Thanks

[Harsh Vardhan]

can you try to validate "stop processing" field in your inbound action, kindly marked it as true and see is it setting the record or not. 

[Hussain Kachwal]

Marking 'stop processing' to true is not helping to create record. I verified the email logs, with message containing "processed", but w/o request in place.