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

[Tamil5]

Hi Chuck Tomasi

Actually, when I add role for that user the update is happening.

Thanks

Prici

[Tamil5]

Hi Guys,

We are still facing this issue in our production. But bad luck is we are not able to reproduce it in our DEV instance.

Some time caller is unable to update or sometimes watchlist user unable to update the comment. Their email is visible in Activity section. But its not updating the comment.

Did anyone face this kind of issues ??

Thanks in advance

Prici

[Chuck Tomasi]

Without additional information and being able to reproduce the issue, I am unable to offer assistance. If it continues to be an issue, I recommend reaching out to customer support. I'll be interested to hear what they have to say.

HI Service Portal - ServiceNow

Contact Support | ServiceNow

[Tamil5]

Sure Chuck Tomasi

I can clearly understand your position, even I have tried several ways to reproduce the issue in our Test/DEV instance, but no luck. It is only happening in Production.

Also in a two week span, it is happening at-least for 2 incidents it seems.

This is the exact issue and we are not even able to reproduce the issue nor find the root cause.

[Jaspal Singh]

Hi Pirci,

IF you are using OOB incident inbound 'Update Incident (BP)' then it should update additional comments you get comments updated mail which is visible in activity.

Only thing I guess is missing is the Comments addition to the activity as below: