Emails are updating wrong table/record

[srivatsa_tatti]

HI,

We have a scenario where an email that was sent to the service now is updating the wrong record.

I see logs as 

Skipping script 'Upsert Pricing Queries -New', email is type 'reply', which does not match Inbound Email Action's type 'new'

I also find the KB article related to inbound actions.

Would like to know if we have option to avoid the check of record numbers (in subject), so that inbound  conditions are worked.

Thanks

Sri

[Tony Chatfield1]

Hi, the log message indicates that the inbound action was skipped as the email was a reply and not a 'new' email
If the received email is a response then you need to set the inbound action type to reply, and confirm that the inbound action script is correct for a task (target) update not a record insert.

[srivatsa_tatti]

The conditions are matching, but the record is skipping and attaching/updating the wrong record because of the record number in the subject. Can we skip this check? There is no watermark on the body as well.

The subject has the record number of another table (Product Table), which is getting updated/attached.

example - RE: Beta Testing SKU PROD18746

Logs ( of Inbound actions of the required table/Actual table: Pricing Queries [Custom Table])

Skipping script 'Upsert Pricing Queries-Reply', email is a reply, and the record it matches is not in the Inbound Email Action's table

Skipping script 'Upsert Pricing Queries - Forward', email is type 'reply', which does not match Inbound Email Action's type 'forward'

Skipping script 'Upsert Pricing Queries -New', email is type 'reply', which does not match Inbound Email Action's type 'new'

[poojag12345]

Hi Srivatsa,

I am facing the similar issue but my subject has the correct record number but still it is targeting the wrong table. If you manage to find the fix can you please let me know.