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3 weeks ago
Hello Community,
I'm facing an issue with an Inbound Email Action in ServiceNow.
I've created an Inbound Email Action with Action type set to "Record Action" and Type set to "Reply". I removed the condition from the Condition field and, in the Action Script, I'm simply trying to print a log for testing—but it’s not working.
Use case: When a new case is created, an email notification is sent. When we reply to that email, it should update the Additional Comments field of the corresponding case.
However, the script inside the Inbound Email Action doesn’t seem to execute. Even when I remove all logic and just try to log a message, it still doesn't work.
In the email log, I’m seeing this error: "Unable to determine origemail"
Could this be preventing the Inbound Email Action script from running?
Any help would be appreciated. Thanks!
Shashank Jain
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3 weeks ago
there is a standard process based on which system checks which inbound action to process
Inbound email action processing
If my response helped please mark it correct along with other ones from my response so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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3 weeks ago
Thank you for the responses, @Ankur Bawiskar — they were really helpful.
One of the issues I was facing was understanding why the inbound action was not running. I tried adding logs, and after some investigation, I realized that the inbound action was indeed running, but it was within a scoped application. Because of this, the logs were not being printed with gs.log().
I updated the script to use logger.log(), and the logs started printing correctly. Initially, I was confused and thought it might be an issue with cross-scope privileges, but it turned out not to be the case.
Shashank Jain
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3 weeks ago
The email which went from that case has Watermark in it?
If not then possibly the incoming email won't know which record to map it against.
there are already OOTB inbound actions for Case table.
Any reason a new one is created?
check this link
Troubleshooting inbound email action issues
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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3 weeks ago - last edited 3 weeks ago
Hi @Ankur Bawiskar ,
Thanks for the response!
Yes, the email sent from that case does include a watermark.
We have a custom case table in our instance for which we are implementing this.
Since outbound email is disabled in our instance, do I need to manually include the generated reference (e.g., "Ref:MSG0362447_83mm5L94KZlNV4rQXZvd") of the outbound message when creating the corresponding inbound email record in the sys_email table?
Shashank Jain
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3 weeks ago
even if email sending is disabled the watermark will still be there on email in email logs
Then you can replicate testing inbound action.
If my response helped please mark it correct along with other ones from my response so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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3 weeks ago
I don't understand why the Inbound Action script isn't running, even though the conditions are returning true. I even tried placing logs outside the function, but those aren't printing either.
Shashank Jain