Troubleshooting inbound email action issues



This article guides you through the process of troubleshooting inbound email action issues. It provides steps to help you eliminate common causes of your problem by verifying that the configuration of your networking is correct. 

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Symptoms may include the following:
  • Record not updated
  • Record not created
  • Mail not processed
  • Wrong inbound action triggered
  • Inbound email did not create expected incident ticket
  • Inbound email creates duplicate tickets
  • Problems with inbound email action
  • Email not checking for watermark
  • Wrong record is not updated
  • Inbound email assigns caller to wrong person
  • Wrong content assigned to record
  • Forward inbound action not working as expected
  • Forwarded mail unexpectedly creates new incident

Determine whether any of the troubleshooting steps below are true for your environment. Each step provides a link to an article that will help you eliminate possible causes and take corrective action as necessary. 
  1. Review our overview on inbound email troubleshooting or confirm that email is working. For more information, see KB0524472: Inbound Email: Troubleshooting.
  2. Ensure that the correct inbound conditions are set (case sensitivity). For more information, see KB0535584: Ensuring that Inbound Email actions always work, regardless of case sensitivity, KB0535510: Ensuring Correct Inbound Email Actions are Set: TroubleshootingKB0523577: Validating whether an inbound email action is performed.
  3. Confirm that you are using the correct target table. For more information, see KB0535511: Inbound Email Action Target Table, KB0523577: Validating whether an inbound email action is performed.  
  4. Verify that it is the correct inbound action type. For more information, see KB0535515: Inbound Email Action Type is not MatchedKB0523577: Validating whether an inbound email action is performed.  
  5. Confirm that an inbound email action is created. For more information, see KB0535521: Confirm appropriate inbound email action is createdKB0523577: Validating whether an inbound email action is performed.  
  6. To determine the priority of inbound email actions, or determine if the inbound action script has issues, see these articles: KB0523577: Validating whether an inbound email action is performed 
  7. Confirm that email is not being ignored. For more information, see KB0535493: Ensuring Email is not IgnoredKB0523577: Validating whether an inbound email action is performed 
  8. Determine if email handling properties are correctly configured. For more information, see KB0535434: Configure Email Handling Properties: Defining How Inbound Emails are Treated.
Note: If your problem still exists after trying the steps in this article: Submit an incident to Technical Support and note this Knowledge Base article ID (KB0538137) in the problem description. For more information, see Customer Support.




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Last Updated:2019-08-02 21:32:13