Inbound Actions

[Mishu]

What is the expected behaviour for inbound actions only opening one ticket even if two email addresses are present in 'To' of same email or can create 2 records.

I have 2 inbounds created for two different tables in my instance having their corresponding email addresses, if i put both the email addresses in the same email and send it. Will it create 2 distinct records on the respective table or it will not do anything.

[Ankur Bawiskar]

@Mishu 

My thoughts:

-> Out of the box, ServiceNow processes one email and creates, at most, one ticket per inbound action logic—not one ticket per recipient address

-> If you need to create two distinct records (one per table) from a single email received with multiple ServiceNow addresses in "To", you must use custom scripting in a single inbound action or configure email flows to explicitly parse all recipient addresses and handle multi-table inserts.

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[kaushal_snow]

@Mishu ,

In a typical implementation you would find that a single incoming email addressed to two recipient aliases could potentially trigger both inbound email actions (each pointing to its own table) if each action’s condition (for example checking email.to for its alias) is satisfied and if the earlier action does not flag stop processing, but in practice many setups use stop processing on the first matching rule (and conditions like recipient is rather than contains) so that only one record is created even when both addresses appear..... meaning you should assume one record will be created unless your conditions and rule ordering explicitly allow multi table action processing......

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