Duplicate incident records created through inbound actions
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‎07-22-2025 02:46 AM
There are 1956 duplicate incident records created within a span of 20 minutes. After careful examination, we understand that these were created because of the inbound action 'Create Incident'. It has generated 1956 duplicate records even though we haven't triggered it. Can somebody please help me resolve the issue? Thanks in advance!
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‎07-22-2025 03:47 AM
Not when you just say 'it has been created by the inbound action'.
Without sharing what happened, what emails came in, the content of the action and the executions, we can only guess and that will probably be 'you had 1956 emails coming in from the same sender and that created the incidents in those 20 minutes'.
Please realize that we can't look into your instance. You need to provide us with the information needed to help you figure out what happened. Check the email logs. Check the 'received' inbox. Maybe it's just a system on the other side that had a hickup and send out 1956 emails.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
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‎07-22-2025 04:09 AM
Apologies, I missed that info.
As per the email logs, those emails have been sent by the same user but received by 1956 different people as per those logs, and even for some recipient email addresses not been associated with any user(means no user having that email), Please have a look at the one of the email below
The script content of the inbound action as follows
Please let me know if further info is needed. Thank you!
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‎07-24-2025 12:43 AM
So you had one incoming email that was send to many people and that triggered the creation of all those incidents, am I to understand that correctly? Because that's strange, looking at the inbound action. If the issue was on the sender side (sending it to you many times, I would have understood what happened).
The action is just doing one insert. Is there any logic in the system that creates incidents for other recipients as well, when some major issue is going on that is received by many people (just to show them that you are aware of the issue)?
Please mark any helpful or correct solutions as such. That helps others find their solutions.
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