Need help with inbound action script - Email to Close case if accept in subject

[Hari7]

I have a requirement to update the HR Case based on the reply received and change its status to Closed or WIP.

When the case is set to Awaiting Acceptance, we are sending email notification with 2 options, accept and reject.

When the user selects Accept, email will be sent with the subject "accept" and if they click on reject, email subject will be "reject".

Based on the options, case has to be set to "Closed completed" for Accept and WIP for Reject.

Please help with how to get this done on the inbound action.

I created Flow Designer for this logic but it didnt work. 

Flow Trigger

Flow Execution:

[Luxo Nadappan]

Hi ,

There are multiple things you can check. See inbound emails is enabled in system properties. And then please the emails logs  and you will see  message as "process ignored" if its hit instance and failed to process. Also please check if there is any email type for "reply" against the same table . Try to disable and "re process the " email  from Email logs. 

Regards,

Luxo

[Hari7]

1. System Property is enabled.
2. Email type is received and not ignored.
3. OOB Inbound action on this table is set to false.

Email log where the Flow trigger is getting skipped

[AnveshKumar M]

Hi @Hari7 

Are you including the water mark in your reply mail? If not please include the water mark in your reply email body.

You can see the following KB for more information on this error.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535511

[Hari7]

Yes I do have watermark in the reply email. 

[Luxo Nadappan]

In this  Case ,most probable cause will be the content of the email. And look at the email filter and see if any of the keywords are in there in email sub/body.