Hi there,
We import mails out of mailboxes that are registered as "Exchange Online Integration Mailbox".
We have also an OAuth integration and use the Microsoft Graph connector for reading out mail.
Our Exchange Integration Script Include polls basically said the list with active Exchange Online Integration Mailboxes within their given interval (usually 1 minute). If there is unread mail, various parts of the mail are fetched (header; from, reply, subject, body, attachments, etc.) and after this, everything is put into the "sys_email" table.
Our Inbound Actions (three pieces, 1 for new mail, 1 for forwarded mail and 1 for incident updates) "dispatch" this "sys_email" input into new or existing incidents.
What is happening now is that the first inserted "Email Received" note, is written down in name of a wrong user, which is always the same one, is not related anyhow to the incident and surely not the actual sender of the email. A few seconds later another same like update is inserted, but now with the actual user.
We have checked various things, but still have not found any reason. Does anyone has any suggestions?
Please see attached all things we have checked and a screenshot for example. Thanks a lot in advance!
- Inbounds Actions checked, no references to the wrong user = OK
- Insert in "sys_email" table registers in column "User" and "User ID", the wrong user = NOT OK
- "sys_journal_field_list" & "sys_audit_list" records contain the actual user = OK
This problem started occuring after upgrading from Xanadu to Zurich and only occurs when replies are sent to a mail that was send from out of a ServiceNow incident.
Any idea if this can be cause by the If we look at the activity stream property ("glide.ui.incident_activity.fields")?
Thanks again!
"Email Received" update with wrong user:
A few seconds later another update is inserted with the actual user:
