Inbound Email Action not working

[amacqueen]

In a new application I have created I have enabled email sending and am showing sent/received email in activities however whilst I can see outbound email I cannot see inbound so I checked 'System Mailboxes - Received' and saw it wasn't being processed. My inbound action on the correct table is as below:-

gs.include('validators');

if (current.getTableName() == "u_wmi_change_europe") {

  current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

  if (email.body.priority != undefined && isNumeric(email.body.priority))

  current.priority = email.body.priority;

  }

  current.update();

}

Above is the inbound action

TIA

[Chuck Tomasi]

Hi Angus,

Have you checked out this series of videos? It includes one on debugging. Inbound Email - YouTube

[amacqueen]

Thanks for the input I had already checked those out but they didn't help at all I'm afraid.

I have played around with this too much now, below is my latest business rule set in the inbound action - I just can't work out why it doesn't process #frustrated:-

gs.include('validators');

if (current.getTableName() == "u_wmi_change_europe") {

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

if (email.body.assign != undefined)

current.assigned_to = email.body.assign;

if (email.body.priority != undefined && isNumeric(email.body.priority))

current.priority = email.body.priority;

if (email.body.category != undefined)

current.category = email.body.category;

if (email.body.short_description != undefined)

current.short_description = email.body.short_description;

current.update();

}

I've also checked the new table doesn't extend any other table just to be sure

[Robert Beeman]

What does the actual email look like? I noticed that you selected: type = reply. In my experience, the default ServiceNow reply prefixes do not match actual enterprise mail client's reply prefixes (Outlook, Google, etc.).

http://wiki.servicenow.com/?title=Inbound_Email_Actions#Specifying_Recognized_Reply_Prefixes

[amacqueen]

Robert I checked the reply and it was prefixed with RE so I double checked the system property glide.email.reply_subject_prefix and it already had re so just to double check I added RE and I also added to the inbound action it now has a new second line:-

gs.include('validators');

email.subject.startsWith("RE:")

if (current.getTableName() == "u_wmi_change_europe") {

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

if (email.body.assign != undefined)

current.assigned_to = email.body.assign;

if (email.body.priority != undefined && isNumeric(email.body.priority))

current.priority = email.body.priority;

if (email.body.category != undefined)

current.category = email.body.category;

if (email.body.short_description != undefined)

current.short_description = email.body.short_description;

current.update();

}

Interestingly I have noticed that on the received email the target field is empty - see below

Does a table have to be registered somewhere for this to work? If so I can't find anything in the WIKI/Product documentation

Thanks