Case records are not getting greating through the emailsIssue From the email log, the Case records are not getting created in the Instance through emails-https://<your-instance>.service-now.com/sys_email_list.do Steps to reproduce: Hop into the instance.Navigate to https://<your-instance>.service-now.com/sys_email_list.doIn the email log, you will see the case number present like - "Processed 'IS: Create/Update Customer Case', created sn_customerservice_case :CS#####"Search for the case in the sn_customerservice_case table.The case is not foundReleaseNew YorkCause The out of the box Business Rule - 'Prevent Invalid Case Creation' is preventing the Case creation due to the custom Script Include which is used in the Email Inbound Action.ResolutionAdvised fixing the customized Script Include while leaving the out of the box Business Rule "Prevent Invalid Case Creation" alone.Related LinksTroubleshooting email notification failures