'Reply' inbound action not working

[Balaji Munusamy]

I have created New, Reply and Forward inbound action. New - working properly but 'Reply' and 'Forward' are not working. If I sent reply or forward mail to instance 'New' inbound action only running for both reply and forward mails.

And also watermark is not seen on the bottom of the inbound mails.

Please help me on this.

@Ankur Bawiskar @Community Alums @Sohail Khilji @Community Alums   

[Craig Gruwell]

Hi Balaji,

Can you confirm the watermark is present on the outgoing emails?  If not, you might need to adjust your system property glide.email.watermark.visible.  

[Balaji Munusamy]

Why 'reply' inbound action not working. If I send reply mail, 'New' inbound action only executing.

can you give me the solution?

[Craig Gruwell]

Hi Balaji,

If the watermark is not present, everything will be treated like 'New' inbound actions.   Please check the incoming reply emails and see if the watermark is present.   

Try this:

Paste "sys_properties.list" in the Filter Navigator

Filer on name=glide.email.watermark.visible

Make sure the value is true

[varaprasad123]

Hi @Balaji Munusamy, Did you come across the following article ?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535515