Issue
Inbound email with specific actions for an Incident record is received but does not produce any update in the Incident record after the email is processed.
Release
Any supported release.
Cause
A possible cause for this type of issues is another inbound action with no specific conditions being fired first and having a "Stop Processing" flag set. Therefore, no further inbound action can be fired.
Resolution
Review the email records and check the log section, which always tells what inbound actions were skipped and what were processed as well as if there was a Stop Processing operation, i.e.:
PM Stop processing detected after executing script: Auto Response For Closed Cases
Analyze why the inbound action was fired first, and why it included a Stop Processing action. This may be a design flaw.
As a best practice:
- Review the email log for details of every particular case.
- Check all your inbound actions for conditions, processing order, and 'Stop Processing" flag.
- Analyze what your inbound actions do and what are the chances to have unexpected consequences.
- Use the Order to prioritize execution order. Lower number executes first.
