Inbound email does not trigger change request

[AysenurU]

Hello Community

I created a flow in flow designer which will enable me to turn emails coming from noreply@xxxxx.net (and the subject of the email is always 'Patch Deployment [ADHOC- XXXXX- XXXX- Minor Upgrades- v1]) to standard change request.

For this my trigger conditions are as follow:

User ID.Email     is     noreply@xxxxx.net

Subject          contains         Patch Deployment

Subject          contains         - Minor Upgrades -

In the flow I also have a custom action that parses date/time from email body. It is working fine.

Then I have 'Create Change Request Record Action' which has all the mandatory fields specified.

I set the waiting condition as well. (I expect the request to close at a specific time)

In the end I have two Update change request records (one for Review, the other for Closed)

When I do a manual test in the environment, (E.g. I select the email coming from noreply@xxxxx.net and run the test and voila I have my Change request created.), everything seems to be working fine.

In a nut shell, I expect everything to be fully automated. When an email comes to ServiceNow, it should automatically create this Change. Then as a part of UAT, I asked the customer to send an email to $$$test@service-now.com. I can see the email in the TEST environment but no Change is being created. (The trigger conditions seem to be correct. Correct email address and subject)

What am I missing here? I would appreciate any help.

TIA

[Dr Atul G- LNG · Accepted solution]

Hi @AysenurU 

The standard change is not created the way we create normal and emergency change. The standard changes get created when the standard template is used and mark the or populate the fields. This is the practical way to do.

https://www.servicenow.com/community/developer-forum/create-a-standard-change-from-inbound-email-act...

credits : @Sanjiv Meher 

[AysenurU]

Thank you very much @Dr Atul G- LNG 🙏

[Dr Atul G- LNG]

Good to know it is resolved.