Inbound Email Action Not Updating Record

[JJG]

I have an inbound email action that I want to update a task in ServiceNow. Instead of updating the task however, it is creating a new task. 

Here is the email body being sent to my ServiceNow instance:

I would like to close this task. HRT0005632

My understanding is that if ServiceNow detects a record number in the inbound email, it will update that specific record instead of creating a new one.

Here is the inbound action:

I can confirm that the gs.info message is showing up in the logs. The issue is that it is creating a new task instead of updating the existing task. Why is this happening?

[Allen Andreas · Accepted solution]

Hi,

You don't have "stop processing" checked for this so it's going to process this inbound action AND then continue on and go for other processing.

Just mentioning this for extra information, as far as how it works for record association....here's a map to help break it down for you:

So the inbound action should be on the same table.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[JJG]

I checked the stop processing box and it is still creating a new task. The old task is also still not getting updated.

[JJG]

You were correct. It didn't work at first, but then I discovered that the "guest" user didn't have permission to edit tasks. Thank you!

[Jaspal Singh]

Hi,

Couple of checks

- Is the inbound mail action of Type Reply or New

- My understanding is that if ServiceNow detects a record number in the inbound email, it will update that specific record instead of creating a new one.

Well it does only if it receives reply on a mail that was sent form ServiceNow for that specific table/record & inbound mail action is of type Reply. It does this using Watermark MSG:.... at the bottom of the mail sent from ServiceNow

OR

You have configured the script to check the body to get the ticket number & then update instead of insert

- So, is the mail with body 'I want to close' is of type Reply or New mail that is sent to ServiceNow.  If new mail then you need to script the logic to check the record & update the record accordingly.