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.