BR not triggering after inbound action

[Couts]

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. The BR is also in a different scope (PagerDuty Platform for Real-Time Operations) and it must be in this scope for the events to trigger.

[Sanjay191]

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!!

[Connectmustaq]

Hello @Couts ,

Move PagerDuty Logic to Inbound Email Action Script         

• Add the PagerDuty integration trigger directly into the inbound email action script, so it fires when the    incident    is first created via email.
•   Check if the creation timestamp falls between 8PM–9PM before triggering.

Example:

// At the end of your inbound email action script
var hour = parseInt(new GlideDateTime().getLocalTime().substring(0, 2));
if (hour >= 20 && hour < 21) {
// PagerDuty integration call here - e.g., PD_Integration.createIncident(current);
}
Use an Event Registry or Notification

• Instead of a BR, fire a custom ServiceNow event in the inbound email action and catch it with an event script or notification to handle PagerDuty integration.

After Insert BR Alternative

• In rare cases, “after insert” BRs may work, but many inbound email actions set fields after insertion; preference should be to integrate at the point of record creation, i.e., in the inbound action itself.

if it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Mohammed Mustaq Shaik.