Inbound Email Update Action - Reply Prefixes Not Working

[lgustafson]

Hi All,

I have a client who has been struggling with updating incidents via inbound email actions.   According to the ServiceNow Wiki, a Reply inbound email action type should be created under the following conditions:

The email contains one of the following conditions and the table specified in the email matches the table of the inbound action:

1. A valid watermark that matches an existing record.
2. An In-Reply-To email header (when no watermark is present) that matches an existing record.
3. A subject line starting with a recognized reply prefix (when neither a watermark nor an In-Reply-To header is present) and a valid record number that matches an existing record.

However, emailing, for example, "re: INC0000001", or any variation of that as the subject, only creates a new record.   On further research, I found this SN Guru article stating that:

• Subject Prefix is insignificant (The system doesn't care if the subject starts with 'Re:', 'Reply:', or 'Chicken:')

Can anyone make sense of this for me?   Is the ServiceNow Wiki right, and I'm just doing something wrong?

Thanks for your thoughts,

Lesley

[postwick]

I wonder if your lack of a space after the : is an issue here. Although the space isn't there prefixes list, it is typically there from a mail client so maybe ServiceNow is expecting it.

[lgustafson]

Hi Paul,

I've tested both with and without a space after the colon.   Neither works.

Lesley

[michaelmcf]

If the inbound email action for reply does not find a matching record, it changes the email type to 'new' instead of 'reply'.

I believe that this from the inbuilt pre-processing that the inbound email action does.

You should see this in the log - a RE: with a matching INC has an email is type 'reply', a RE: with a no matching INC has an email is type 'new',

I sent the same reply message to my system - one with a known INC and one with INC000001

The result of the same script processing.

The first time it found a match:

Processed 'Update Incident (BP)', updated incident :INC0037701

The second time it didn't found a match:

Skipping 'Update Incident (BP)', email is type 'new', which does not match Inbound Email Action's type 'reply'

[vbonnet]

Hi Lesley ,

I'm having the same problem today .

Did you have find a solution .

thank you for your answer

Virginie

[akhil19]

Did anyone found the cause/solution to this.

I am having similar problem with updating the catalog task although it's working fine for requested item.