Unable to Create Cases using inbound Emails

[Andrew Robbins]

Hi,

Inbound Emails for Creating HR Cases are not working in our instance Any leads would be helpful.

[Harish KM]

Check email properties. Is inbound email receiving enable? is the inbound email on HR core scope? Did you add a log in 1st line of your inbound email just to check it is working?

[Anurag15 · Accepted solution]

Hi Andrew,

This could be due to a platform issue -

The out of the box inbound email actions for creating HR cases are - 'Create HR Case' and 'Create HR Case (Forwarded)'.

These inbound email actions are not matching, leading the HR cases not getting created. The primary condition for these inbound email actions is 

email.recipients.indexOf(gs.getProperty("sn_hr_core.hr_email")) > -1

This is dependent on the system property - 'sn_hr_core.hr_email', which is not set correctly in the instance.

For more information - Visit - ServiceNow Support Article

Please mark as Helpful/Correct if this solves your issue.

[Jaspal Singh]

Hi Andrew,

Hope you have investigated few things a below.

1. Is the mail received by the instance? Did you check for mail logs?

2. If not, did you check if inbound receiving is enabled for your instance.  System Properties>> Mail properties & ensure Email receiving is True

2. If yes, is the condition of inbound action satisfied?

Suggest you to do more checks & get back with additional details.

[VyshnaviA]

Hi 

emails from xxxxxxx.com should be creating cases in 'Inside Sales' table but not creating.
How to resolve this