Orphaned duplicate request is created via inbound email action using Cart() API - Support and Troubleshooting

Orphaned duplicate request is created via inbound email action using Cart() API Description  Symptoms Orphaned Request is created from an inbound action in addition to a valid request created at the same time.

Release Applicable to all Releases

Cause When an inbound action processes an email, it determines if a record is inserted based on whether the 'current' GlideRecord object is inserted with a current.insert().

When the inbound action's intention is to create a Request (sc_request) and the script uses the Cart() API , the request is created when below line is executed.

var rc = cart.placeOrder(); In addition to this, if the script has either current.insert() or current.update(), an orphaned record will be created. The request created is in the rc object and since the current object is still not inserted, the email log shows that this inbound action is skipped and that it did not create or update sc_request.

Resolution Since the request is created using the Cart() API, there is no need have a current.insert() or current.update() in the script. To avoid creating orphaned duplicate requests, remove the current.insert() or current.update().

If you wish to add a custom log to the Email log when the inbound action runs by using logger.info() method.

Example:

logger.info("Processed 'Create Request', created: " + rc.number); This will be now seen in the Email Logs.