Inbound email action triggered HR case but got assigned wrong group

Ashwini Sawant2
Tera Contributor

‎02-24-2025 08:46 AM

Hello All,

 

HR case got created through the Inbound email action but got assigned to wrong assignment group. 
Also getting this error in the log "Received id=<PAXPR06MB980603B6191B75E89FA2@PTGPR06MB7501.euhtxd06.prod.outlook.com> Classified as forward; Search inside email for a "From:" was bypassed because the property glide.email.forward_from_prefix was blank"

AshwiniSawant2_0-1740414958921.png


Can anyone help me with the root cause. 

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Sandeep Rajput
Tera Patron
Tera Patron

‎02-24-2025 08:54 AM

@Ashwini Sawant2 There could be multiple sources from where the assignment group can be populated on a case.

1. Via inbound email action.

2. Via HR Service template

3. Via an Assignment rule

4. Via a business rule

 

Please verify these sources and see if anyone of them is responsible for the incorrect assignment group.

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priyatam_pvp
Tera Guru

‎02-24-2025 09:18 AM

It is due to email classification issues. The log error suggests that ServiceNow did not detect the correct sender because the system property glide.email.forward_from_prefix is blank.

Could you check the condition and script logic that determine the assignment group?

If the HR case assignment depends on Email Headers, check if the wrong sender information is causing incorrect routing.

If the assignment is based on keywords, validate that the script correctly extracts the right values.

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