Inbound Email not working

Community Alums · ‎04-06-2025

Hello Team,

I have created new Inbound email to update the additional comments when user replay to the email but email is automatically getting ignored and I can below email logs.

Received id=<KL1PR02MB5060C23BB1F70314533144D1FCAA2@KL1PR02MB5060.apcprd02.prod.outlook.com> Classified as reply to 'NUMBER' via watermark 'Ref:MSG0300573' in message

Please suggest the way to fix the issue

Regards,

Prudhvi

Ankur Bawiskar · ‎04-07-2025

@Community Alums

Glad to know that my comment to search for any existing inbound action worked for you.

now you need to know why it's skipped.

Seems there are some email filters which is not allowing your inbound action to process, search that

check these links for debugging and help

Inbound email - ignored by filter what are email filters

Email filters

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

J Siva · ‎04-06-2025

Hi @Community Alums
If possible, Could you please share the pic of your inbound email action?

Community Alums · ‎04-06-2025

Hi @J Siva

Shivalika · ‎04-07-2025

Hello @Community Alums

Remove the scripting altogether.

Just use this in actions -

Additionally what are the conditions for the inbound action to trigger ? Will it trigger for all mail that's sent as a reply from notifications ?

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.

Regards,

Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

J Siva · ‎04-07-2025

This looks good.
Please check if there's any other inbound action created on the same table with lower order value (i.e less than 100) and stop processing check box checked.