Email replies are not updating incident comment in rare cases

[Tamil5]

Hi All,

I'm facing a peculiar issue in SNOW.

When user replies on an email (may be incident created acknowledge email or some one from watchlist commented notification email) , it is reaching SNOW. And I could see the received email details from the incident activity.

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If you see here, it clearly shows that "Email received". But there is not activity update after that.

Even when we check in the email log, it shows processed (in the detailed log "Processed 'Update Incident (BP)', updated incident :INCxxxxxxx").

But in the incident Activity list the comment did not get updated. Due to this users did not get comment notification.

This is not happening all the time. Tried to reproduce the issue but no luck. I really dont know what went wrong..

Can anyone help resolving this..

Thanks in advance

Prici

[Chuck Tomasi]

Hi Prici,

It's tough to say where the issue is without further information. Half the battle is to reproduce it. Try narrowing down the users sending the response. Is it related to the person, their role(s) - or lack of roles, their relationship to the incident?

Try it on different incidents and see if you can determine if the incident data has something to do with the results of when they are showing and when they are not.

[Tamil5]

Hi Chuck Tomasi,

You are awesome always..User role was causing the issue.

Replied users does not have any role in SNOW. With this scenario I'm able to reproduce the issue.

Then added that member with a group & tried to reply & it is working.

Thank you so much.

Prici

[Tamil5]

Hi Chuck Tomasi,

I want to confirm one thing. But this issue is happening for many users now.

Here the scenario is, users are registered in Servicenow without any group/role.

They are able to create incidents by sending email. But when they send reply email it is not updating due to insufficient role.

Which means to update an incident user need a role ?

Then how it is working for Guest users? How Guest users emails are updating the incident comments ?

I got really confused.. Actually we have a functionality to change the incident state from Pending to Active , if caller/watch list user responds.

Since users does not have roles, incident update is not happening & state is not changing.

Can you please advice.

Thanks

Prici.

[Chuck Tomasi]

when they send reply email it is not updating due to insufficient role

How are you determining the issue is due to insufficient role?