Inbound emails are not creating HR cases - Support and Troubleshooting

Inbound emails are not creating HR cases Issue  Symptoms Inbound emails to the instances are not creating HR Cases.

Release Valid for all releases

Cause The out of the box inbound email actions for creating HR cases are - 'Create HR Case' and 'Create HR Case (Forwarded)'.

These inbound email actions are not matching, leading the HR cases not getting created. The primary condition for these inbound email actions is

email.recipients.indexOf(gs.getProperty("sn_hr_core.hr_email")) > -1

This is dependent on the system property - 'sn_hr_core.hr_email', which is not set correctly in the instance.

Resolution 'sn_hr_core.hr_email' property needs to be set.

The value for system property 'sn_hr_core.hr_email' is case sensitive. The user will need to make sure the incoming email address is the same as what is configured this system property.

When email comes to the instance through this email address, the primary condition mentioned above will match and inbound email actions will work to create HR case as expected.