Facing issues with the Inbound Email Action

[Shashank_Jain]

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!

[Ankur Bawiskar · Accepted solution]

@Shashank_Jain 

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 Bawiskar]

@Shashank_Jain 

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.

[Shashank_Jain]

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?

[Ankur Bawiskar]

@Shashank_Jain 

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.

[Shashank_Jain]

@Ankur Bawiskar , 

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.