Email Address case sensitivityIssue When having an inbound action to create a case ticket, you may encounter issues with an email address that has capital letters in it. For example, if sending an email to "SupportDesk@company.com" is not creating a case as expected, replacing the email address with "supportdesk@company.com" is instead creating the expected case ticket. The issue is due to case-sentitive encoding. For example: email.to.indexOf(Abc.Def@xyz.com)>-1 When an email is received from Abc.Def@xyz.com, while checking the recipient column of email logs if the recipient is not "Abc.Def@xyz.com", the inbound action gets processed. If the recipient column is filled with "abc.def@xyz.com", the inbound action fails, event though the email is from the same recipient.CauseServiceNow scripting is case-sensitive. Hence this is an expected behaviour. If you are using variables for verifying email addresses in the Inbound Email Actions, it's expected that your script has to be written case insensitive explicitly.ResolutionUse the function toLowerCase() Example of valid handling code: var emails = email.to.toLowerCase();if(emails.indexOf('abc.def@xyz.com') < -1){//do stuff}