Trying to understand how an inbound email action is automatically assigning incident

[Sam Taulelei]

There is an existing inbound email action. I'm trying to understand how that action is automatically assigning the raised incident to a particular group so that I can update the assignee and assignment group.

Attached is the description of the inbound action, but the field actions you can set conditions to doesn't include assignment. There is nothing entered into the script under Actions menu.

Is the inbound action reading the assignment rule from somewhere else? I checked assignment rules and there is nothing specifically related to this inbound action.

I created an assignment rule for the specific conditions and tested, but as I expected, there is no change to the current behaviour.

I checked business rules and there is nothing for this specific inbound action either.

If anyone could point me in the right direction, it would be most appreciated.

Thanks

[Anil Lande]

Hi,

Did you check Flow? we can create flows to process inbound emails.

Thanks

Anil Lande

[Sam Taulelei]

Thanks Anil, I forgot about that section.  I checked but there are no inbound email flows configured. 

I guess another way to answer this question would be how would I configure inbound emails to automatically create an incident with automatic group assignment?

[Anil Lande]

Hi,

It is difficult to suggest an issue as this is custom solution implemented in your organization. Please check internally if anyone is aware of assignment logic. 

As you have mentioned before there is no BR, inbound action, assignment rule and FLOW. The only option left is Workflow 🙂

Check if there is any workflow doing assignment job 🙂

Thanks,

Anil Lande

[Ankur Bawiskar]

Hi,

there is OOB inbound email action to create new incident

Did you check that so that you can re-use the same

Regards
Ankur