Tickets are not creating through Inbound email action

[Hari S1]

Hi All,

We are trying to create incident tickets through email. I have set up inbound email actions so that when I send an email to ServiceNow, the email is received, but the tickets are not being created (the Target field is empty). Additionally, I am seeing a few errors in the received email logs.

Can someone please help me? I have checked the email logs and everything but have been unable to identify the exact issue.

Thank you

[Amit Verma · Accepted solution]

@Hari S1 

Try changing the Run As to System User as shown below. It should work.

[Anoja]

Hi @Hari S1 ,

Try the below script.

var gr = new GlideRecord('incident');

    gr.initialize();

    gr.caller_id = "51c18a8f875046100f6243f5dabb35cb"; 

    gr.sys_created_by = "51c18a8f875046100f6243f5dabb35cb";

    gr.short_description = subject;

    gr.description = email.body_text;

    gr.state = 1;

    gr.insert();

Thanks,

Anoja

[Hari S1]

Hi @Anoja ,

Yes, I tried with your script in inbound but unfortunately I am getting same errors.

Thanks 

[divyamduggal]

It might be a case that your user does not exist in ServiceNow or might have been deleted. That's the reason you see sys_id in Email log in "User'' field. Send email from a trusted email which exists in your system also. Also there might be other Email settings blocking the unauthorized emails. Please check the email settings as well.

[Hari S1]

Hi @divyamduggal ,

Thank for the quick response.

Sender user exits in servicenow and he has admin role. email properties are enabled and configured correctly. I don't see any issue in email proeprties.

Thank you