Inbound email actions do not generate notification email

[eschultz]

Hi all,

I've got an issue that concerns how inbound email actions interact with the incident table and when email notifications are sent.

In our existing environment we have a notification that is sent when a record is inserted into the incident table in two different ways - when an ITIL user uses the blue "New" button at the top of the table list view, or when an intake ticket is closed and categorized as an incident.

I'm trying to add a third method for incident generation - through an inbound email action, after it is verified that the sender is an ITIL user and the subject begins with "INC:". However, it doesn't seem to matter what field assignments the inbound email action script makes - no notification is ever sent back to the caller. My "Incident opened for me" notification rule is supposed to execute when an incident record is inserted and its "Opened by" field is not empty (which it is not, my inbound email action script assigns this to the sending user) but it is never executed.

Anyone have any ideas on why it might not be executing?

[Brad Tilton · Accepted solution]

Hi Eric,

The first thing that jumps out at me is that by default in ServiceNow, emails don't send out to the person who caused the event. So if you sent the email to ServiceNow that generated an incident, you wouldn't get an email back. You can override that in the notification using the Send to event creator checkbox described in the link below:

Create an email notification

[eschultz]

That was definitely it. Thank you. I find it strange that by default it doesn't send anything to the event creator! Where is that logic located?

I feel like that checkbox should be "Do not send to event creator" with the box checked by default, but... okay!

[Brad Tilton]

The overall goal is to reduce email. The thought is that if I did something that triggers a notification, I really don't need to be notified since I already know what happened.

[eschultz]

That makes sense, however, since someone who was submitting a ticket through email got no confirmation that it was successful, I had to change that. When it comes to someone adding a comment to their own ticket (or other similar things), obviously they won't need an email for that. Anyway thank you for the help!