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 · Accepted solution]

Hi @Deepika Gangra1 ,

Ideally you should have all your inbound actions on the global domain and handle the category logic bases on the callers domain(email sender)

few things here

1)have you deactivated the global one and verified that this is causing the issue and nothing else?

2)Have you verified the email logs which inbound actions executed ?- logs says which and why they have executed, what happened as well (Can you send this screenshot if that's ok)