Inbound email reply is not updating fields for external user email replies

[Navaneeth1]

I have an inbound email action that stores the content of the email body in a field when we get a reply for a particular incident record. 

This inbound action works when the email address of the user who is replying is in the instance (registered user) but when I try to reply from an email account outside the instance(not registered user) the following string error is shown in the email logs.

Unable to locate x_g_hh_incident 0fa15afb1be3b9106547eb57b04bcb06 for inbound email process

can someone please help me fix this issue?

I'm trying to establish a comment, work notes and email based communication between public users and ServiceNow ITSM users using inbound Email actions and notifications. The ServiceNow ITSM team asks the public users questions by adding comments which will send them email notifications as the question. The public user can then reply and the inbound email action would capture that and store the response as a worknote. 

Is there an alternative way to fix this just using ServiceNow ITSM?

[Amit Verma]

Hi @Navaneeth1 

Please check if the below post helps :

https://www.servicenow.com/community/itsm-forum/inbound-email-action-quot-reply-email-quot-sends-no-...

Thanks & Regards

Amit Verma

[Navaneeth1]

This did not work, unfortunately. However, found out that it works if the ticket is created by the same external user who is replying to the email.

[Ahana 01]

This issue could be due to several reasons. Here are some troubleshooting steps:

1. Check the Inbound Email Action: Ensure that the inbound email action is set up correctly. It should be configured to update the correct table and fields based on the email content.

2. Verify the Email Reply: The email reply from the external user should contain the watermark or the identifier that ServiceNow uses to match the email to the correct record. If this is missing, ServiceNow will not be able to update the correct record.

3. Check the User's Role: The external user should have the necessary roles to update the fields. If they don't, the update will not be successful.

4. Inspect the Email Log: The email log can provide valuable information about the processing of the email. It can show if there were any errors during the processing.

5. Review the Script: If there is a script involved in the inbound email action, ensure that it is working correctly. There could be a bug in the script that is preventing the update.

6. Test with Internal User: Try to replicate the issue with an internal user. If the issue does not occur, it could be related to the external user's email client or settings.

7. Check the Email Body: Sometimes, the email body format can cause issues. If the email is in HTML format, try changing it to plain text to see if that resolves the issue.

8. Contact ServiceNow Support: If none of the above steps resolve the issue, it might be best to contact ServiceNow support for further assistance.

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