Inbound Email Attachments Not Copying to Vulnerable Items Due to Script Error - Support and Troubleshooting

Inbound Email Attachments Not Copying to Vulnerable Items Due to Script Error Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } A custom inbound email action targeting the Vulnerable Item [ sn_vul_vulnerable_item ] table uses GlideSysAttachment.copy() to associate attachments from the sys_email record to the target VIT record. The script references a variable (e.g., [variable_name] ) in the copy call that is never declared or initialized, causing the operation to fail silently. The VIT record is created, but the attachment is not associated with it.

The following error appears in the system logs during email processing:

com.glide.script.RhinoEcmaError: "[variable_name]" is not defined. sysevent_in_email_action. .script : Line(XX) column(0) // Add the attachment to target record ==> GlideSysAttachment.copy("sys_email", email_log.sys_id, current.sys_class_name, [variable_name].sys_id); The issue appears due to a race condition between the platform's native email processing and the custom inbound email action. When the native processing associates the attachment before the custom script executes, the attachment is present despite the script error. When the custom script runs first and fails, the attachment is not copied. This race condition is more pronounced during periods of high inbound email volume.

Symptoms .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Inbound emails are received and successfully create Vulnerable Item (VIT) records, but attachments are not being stored. The following symptoms are observed:

The Email Attachments related list on the sys_email record is empty. No corresponding records exist in sys_email_attachment or sys_attachment . The VIT record is created successfully but without the expected attachment. some emails processed around the same time have their attachments associated correctly while others do not. Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All supported releases.

Cause .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The issue is caused by the use of an undefined object in the inbound email action script.

The custom inbound email action that processes Vulnerable Item records uses the GlideSysAttachment.copy() function to copy attachments from the inbound email ( sys_email ) to the newly created Vulnerable Item record.

However, the script references a variable (for example, [variable_name] ) that is never declared or initialized earlier in the script. Because the variable does not exist in the script context, the platform throws the following runtime error during execution:

com.glide.script.RhinoEcmaError: "[variable_name]" is not defined Since the attachment copy operation depends on this variable ( [variable_name].sys_id ) as a parameter, the function fails to execute properly. As a result, the Vulnerable Item record is created successfully, but the attachment is not associated with the record.

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The resolution is to replace the undefined variable with a valid variable that references the target record, ensuring the GlideSysAttachment.copy() function receives a valid parameter.

In inbound email actions, the current object already represents the record being created or updated. Therefore, the correct approach is to reference current.sys_id instead of an undeclared object.

Update the script line as follows.

Incorrect implementation:GlideSysAttachment.copy("sys_email", email_log.sys_id, current.sys_class_name, [variable_name].sys_id);

Correct implementation:

GlideSysAttachment.copy("sys_email", email_log.sys_id, current.sys_class_name, current.sys_id);

This ensures the attachment is copied correctly from the sys_email record to the target Vulnerable Item record.

After applying the change, test the update in a sub-production environment by sending an inbound email containing an attachment and confirming that:

The attachment appears in the sys_attachment table The attachment is associated with the created Vulnerable Item record No RhinoEcmaError entries appear in the system logs during processing Once validated, the change can be safely promoted to production.