Inbound Email Action category overridden in Domain Separated instance

[Deepika Gangra1]

Hi All,

I am working on Inbound Email Actions in a domain-separated ServiceNow instance and facing an issue with category being overridden.

Issue

When an email is sent by a user belonging to the custom domain, the incident is created in the correct domain, but the category is still set to “Inquiry” (from the Global inbound action) instead of “Other”.

What is the recommended way to define conditions on:

• The Custom inbound email action

• The Global inbound email action

Thank you in advance

[Hemanth M1]

Hi @Deepika Gangra1 ,

What are the conditions to trigger these two inbound actions?

you can use "Stop Processing" filed - this will prevent any other inbound actions to run once it matches with current inbound action or you can use from address in the condition to call script include to check user domain and restrict to run other inbound actions.

[Deepika Gangra1]

Hi @Hemanth M1 ,

Thanks for your reply !!!

This the condition given in both inbound actions. Refer the attached screenshot :
Global Inbound:

Custom domain inbound action:

Let me know where to adjust in records.

Thank you in advance

[Hemanth M1]

Hi @Deepika Gangra1 ,

These are mutually excusive conditions and shouldn't trigger other inbound actions unless your user id conflicts, 

you can enable this and verify once.

Also, check the email logs upon receipt of the email to validate which inbound actions are triggered and what has happened.

[Deepika Gangra1]

Hi @Hemanth M1 ,

I’ve already verified the following on my end:

• Stop processing is enabled on the custom domain inbound email action

• The Global inbound email action is active

• The Global inbound explicitly sets the category to “Inquiry”

• Execution order is correct (custom runs before Global)

• There are no Business Rules updating the category

Despite this, the Global inbound email action still executes and overrides the category set by the custom inbound.

I also tried adjusting the conditions to restrict overlap between the two inbound actions, but it didn’t resolve the issue.

At this point, I’m trying to understand how the conditions on both inbound email actions should be defined so that the Global inbound does not execute for domain-specific users, even when Stop processing is enabled.

Any insight on handling this correctly in a domain-separated inbound email setup would be helpful.

Thank you