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]

did you use current.insert() or current.update() in inbound action ?

[Hussain Kachwal]

current.insert(); yes.

[Harsh Vardhan]

adding one article here, kindly have a look. hope it will help you 

https://hi.service-now.com/kb_view.do?sysparm_article=KB0547763

[Hussain Kachwal]

Resolution pointers mentioned in the KB article does matches my current script. But not getting what is the actual issues with my case.

[Harsh Vardhan]

i would suggest here , if this is happening after upgrade then connect with HI team so they can access your system and give you the resolution .