Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
How to resolve inconsistent behavior for an inbound email skipping all inbound email actions? - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • How to resolve inconsistent behavior for an inbound email skipping all inbound email actions?
KB0823731

How to resolve inconsistent behavior for an inbound email skipping all inbound email actions?


2117 Views Last updated : Apr 8, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

Prior to New York release, when an inbound email (of Reply type) has been processed to skip all active inbound email actions system will keep the [Target] field as empty as no existing record would be associated with this inbound email as shown in below screenshot.

In the email log entry, we can see all the email inbound actions are skipped as below.

 

However starting in New York release, the log entry has changed to below and users can see the record being associated to the [Target] field even there is no matching inbound actions run for this email.

Below screenshot shows the corresponding record has been linked to the [Target] field of this inbound email.

This is not understandable behavior for most of users as the email skipped all inbound email actions and the [Target] should be left as empty.

 

Release

This behavior starts to change from New York release.

Cause

The root cause is starting from New York release, ServiceNow introduced a new function called Inbound Email Triggers for Flow Designer.

With this new feature all emails are firstly processed by the Inbound Email Triggers before they are processed by Inbound Email Actions.

This is the reason why target record is still being associated with the inbound email even there is no matching inbound email actions.

In the email log, users can observe one more log entry as below.

Resolution

To keep the previous behavior of inbound email processing, please follow below steps to disable the Inbound Email Triggers on the New York based instance.

1. Navigate to sys_properties.LIST table

2. Create below system property (if not existing) and set value to false

Property Name: glide.email.inbound.email_flow_trigger_enabled

Type: true | false

Value: false

3. Save

 


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.