Problems with Create Incident Inbound Action

MRAdmin · ‎05-26-2022

I recently opened a case with SNOW support due to problems with email flow. They had me uncheck the Stop Processing checkbox in the BP - Create Incident With Watchlist Inbound Action. That made it so that the contact type no longer populates. It now says None in the Channel dropdown (it used to add Email), and the body of the email isn't showing up as a comment anymore. We have to click Show email details in order to see the explanation of their issue. This is very inconvenient. I tried rechecking the Stop Processing checkbox and that hasn't fixed it. We do not have any scripts for the inbound actions. I have checked the Create Incident Inbound Action and since there's no script, it appears to be configured correctly. Please help!

Tony Chatfield1 · ‎05-26-2022

Hi, 'stop processing' affects inbound actions that match the trigger requirements but are set to run at a higher execution order IE are checked and run after earlier matched inbound action(s).
Based on this I would not expect removing the flag\allowing inbound actions to run would affect any record created from your original inbound action, unless a following inbound action was configured in a way that resulted in an update to the record created\updated by the first inbound action.

At the bottom of your received email message there should be a log that shows which inbound actions were processed and\or ignored.
You might want to start by working through the list and reviewing all the inbound actions that were triggered for your email message.

If you xml you email message to sub-production you should be able to 'reprocess' it without impacting BAU and so be able to disable inbound actions which will help identify exactly what is happening and what you need to do to fix.

View solution in original post

Tony Chatfield1 · ‎05-26-2022

Hi, 'stop processing' affects inbound actions that match the trigger requirements but are set to run at a higher execution order IE are checked and run after earlier matched inbound action(s).
Based on this I would not expect removing the flag\allowing inbound actions to run would affect any record created from your original inbound action, unless a following inbound action was configured in a way that resulted in an update to the record created\updated by the first inbound action.

At the bottom of your received email message there should be a log that shows which inbound actions were processed and\or ignored.
You might want to start by working through the list and reviewing all the inbound actions that were triggered for your email message.

If you xml you email message to sub-production you should be able to 'reprocess' it without impacting BAU and so be able to disable inbound actions which will help identify exactly what is happening and what you need to do to fix.

MRAdmin · ‎05-27-2022

Thank you for reminding me of the list in the log. I completely forgot that the info is there. I was able to figure out which inbound action is being used. I found a script and added it to the inbound action and it worked. Not sure why it all the sudden changed as I didn't make any changes but it is now resolved.