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

[poojitha bn]

Hi CreativeThinker,

Tried with true as a sting but didn't worked ( As per my knowledge since target table is empty hence if condition fails so did not processed further.)

Actually script is working properly for all the other inbound action. This inbound action don't have target table hence it is not processed.

I wanted to know why target table is empty though water mark and all conditions met.

Thanks,

Poojitha BN

[niagarwal]

One thing worth checking and although very very trivial is existence of duplicate user records.

I had a situation where there were 2 records with same email address and same name .

Everything on the surface looked great but still the inbound email was not getting processed.

Apparently ServiceNow picks up the first in the list and if it is not the same user to whom the approval was sent , then it does not update the target table.

Hope the info helps.

[amitgrewal]

Hi Guys,

I'm facing the same issue lately. One of the inbound actions stopped working, no logs of emails either in received, inbox,ignored,skipped. Also the emails log dont show any email recieved to the service desk ID. Did check with the Email admin and emails are successfully delivered from their end.

Somethings I already tried are:

1. Tried changing this value of -1 to 0 as mentioned in some posts.

2. Tried creating a fresh inbound action also. Didn't work.

Our script is as shown below. Any help would be highly appreciated.

if (email.direct.indexOf('xyz@xyz.com') > -1)
{

current.u_additional_comments = "received from: " + email.origemail + "\n" + email.body_text;
current.u_short_description = email.subject;

var vInboundEmail = email.from;
var vExistingUser = new GlideRecord("sys_user");
vExistingUser.addQuery("email", vInboundEmail);
vExistingUser.query();
if (vExistingUser.next()) {
var sid = vExistingUser.sys_id;
current.u_caller= sid;
current.u_opened_by = sid;
}

current.insert();

}