BR not triggering after inbound action
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yesterday - last edited yesterday
Hi all,
I'm struggling to get to a conclusion with this issue I have. I copied a BR that was created with an integration with PagerDuty. The requirement is that a PagerDuty incident should be created if we receive an incident in ServiceNow between the hours of 8PM and 9PM. This works fine and dandy if a ticket is submitted via the ESC, but it never triggers at the creation of an incident via email (Inbound action to create incident). It'll only trigger the BR if there is some sort of update to the incident, which kind of defeats the purpose because we want to alert the technician at the time of creation.
Attached is some screenshots of the BR.
Looking forward to any insight the community might have.
*Edit - I should note that I've tried async and before insert and neither work when receiving an email submitted Incident.
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2 hours ago
Hello @Couts
Whenever an incident is created via inbound email, does it satisfy your Business Rule condition or not? Please check this point and add some logs at the initial stage to confirm whether this Business Rule is executed during incident creation via inbound email, and let me know.
If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You!!
