Inbound Email Action - Forward

[Paulo Machado]

Hi folks!

I’ve been trying to configure a Forward Inbound Email Action. There’s a script that should create an email reply to the sender.

In my test, the user exists in the instance with the same email address (test@outlook.com). The condition is simple:

However, I’m not receiving the email in the outbox, and nothing is being triggered in the scirpts logs either.

I’d like to know what I might be missing.

Thanks in advance!

[AlexandreD83256]

Hi Paulo, this may sound obvious but wanted to confirm that basic, have you enabled the email sys_property 'glide.email.read.active' that allows for inbound emails to be processed and the email sys_property that identifies a forward email 'glide.email.forward_subject_prefix' ?

Cheers,
Alex

[Paulo Machado]

I forgot to mention these pieces of information: it’s activated, and the prefixes are “fw:” and “fwd:”.

[poonkodisup]

Hi @Paulo Machado ,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749007

Does your email  body contains a forward string?....Refer this article might be helpful to solve this issue.

Thanks,

Poonkodi