Unexpected Behavior: Email Action Meant for Problem Also Creates Incident

[SARAVANANJ]

Hi everyone,

I’m encountering an issue with an Inbound Email Action in ServiceNow instance. The action is intended to create a Problem record when an email is received, but instead, it’s creating both a Problem and an Incident.

Here’s what I’ve checked and included in this post:

•  Screenshot of the created Problem

•  Screenshot of the unexpected Incident

•  Screenshot of the Inbound Email Action configuration

I’ve reviewed the setup but couldn’t identify any logic that would trigger an Incident creation. There are no obvious business rules or flows tied to this inbound email action—at least none that I can see.

Has anyone experienced this behavior before or have ideas on what might be causing it? Any guidance would be really appreciated!

Thanks in advance for your help!

[J Siva · Accepted solution]

Hi @SARAVANANJ 
Check the email logs for that particular email and see if there's any other inbound action with a lower order value compared to your create problem inbound action has been triggered.

Regards,
Siva

[J Siva · Accepted solution]

Hi @SARAVANANJ 
Check the email logs for that particular email and see if there's any other inbound action with a lower order value compared to your create problem inbound action has been triggered.

Regards,
Siva

[Sruthi17 · Accepted solution]

1. Check for the processed inbound email actions on your email. Open the received email. In the related list, search for the keyword "processed" to check which inbound email is processed

2. Check for business rule. From seeing this, I assume there might a business rule that creates an incident whenever a problem record is created. Check for associated/relations between the incident and the problem.