Inbound email target and target table is empty even when watermark exist and matched inbound email action condition.

[poojitha bn]

Hi,

SNOW received reply email and matched watermark and inbound action condition but still target and target table is empty.

We received one more reply from other user to the same case got appended and target is updated which is having same watermark.

Note : both the users are active in SNOW.

Thanks,

Poojitha B Nagaraj

[Ct111]

Check the script 

there might be something in subject that is written which is not allowed in the inbound action as a result the first case is getting ignored and other condtion is getting fulfilled because something is right with the format.

Crosscheck all condtions of Reply Inbound actions like

Subject, description or body   and check script specifically that is it avoiding updation incase any of loop is not passed.

Mark my ANSWER as CORRECT and HELPFUL if it helped 

[poojitha bn]

Hi ,

Subject line and recipients are same for both the emails. 

We have if condition in script checking for current.getTableName() == "sn_hr_core_case" since target table is empty in that case hence not attaching to case.

But my question is why target table is empty for this inbound email even after matching watermark.

[Ujjawal Vishnoi]

Hi Poojitha,

Open the received email and check the log in related list for inbound action. You will get the reason.

Hope this helps.

Regards,

Ujjawal

[poojitha bn]

Hi Ujjawal,

I have checked the logs. 

Unable to locate sn_hr_core_case e331191cdb1a2f4069991bbf2996196b for inbound email processing.

I wanted to know the reason why target table is empty even though watermark is matching and condition is matching in inbound email action.

Thanks,

Poojitha BN