Track why incident was created

[DylanB]

Hello, we have an incident that's automatically created from an email and I'm struggling to find out what is making it an incident as opposed to a call.

I've looked at flows, business rules, inbound email flows and actions, but haven't been able to find what is creating the incident automatically. Does anyone have any experience with this and know where else to look?

[AshishKM · Accepted solution]

Hi @DylanB , 

Did you check emails/email log for that incident, when incident created via email, the email log should have some reference, search which inbound-process considered that incoming email for incident.

and who is the caller, guest or some org user/or/local service account.

Share the screen shot of email log.

-Thanks,

AshishKMishra

[DylanB]

Thank you Ashish! With that information, I was able to determine that the email was getting categorized by the Incident (Normal) - New inbound email action. Previously these logs were not visible for me because the newest occurrence of this email was from 11/6/23 but I reprocessed the email to get the logs to appear.

I added the sender to the filter conditions for Call - New and tested and it worked correctly. 

[AshishKM]

good to know, you find it. seems like your system has Call module enabled. Happy to help.

[Ethan Davies]

Take a look at the inbound emails for your instance, there is a reference to the Target (your incident). You should see the Inbound Action that was triggered on the record.