Reply to Inbound email to append to RITM comment based on email subject

[Saheed A]

I have an inbound rule (see the attached document) that creates a request based on a specific email address. The inbound rule is working correctly; the issue occurs when the User replies to the same email thread, the system is not updating the Additional Comments of the same record in RITM. 

Thank you Saheed

[garimakharb]

If your email template or notification does not include the watermark (either in subject or body), the system may not identify the correct record.

[Ankur Bawiskar]

@Saheed A 

your current inbound email action must be of type New and it's create RITM.

When an email goes out to that user from this RITM record, it will include a watermark.

When user replies to this email then it contains watermark and when this email comes, system knows which target record to update.

In your case is any email going to that user from that RITM record?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Saheed A]

Ankur, thanks for your solution.

Yes, the email does go out to the user from the RITM record. However, when the user replies to that email, the response is not being appended to the RITM as expected.

Could there be something missing in the inbound email action configuration that’s preventing the system from recognizing and append to the target record?

Appreciate your help!

[Mark Manders]

What is it doing? Can you check the received email to see what how the email was processed? Is is captured by an inbound action/flow that doesn't do anything for some reason and has 'stop processing' active?

Also: is the user in the system and does the user sending the email have access to the record(s) they are replying to? ServiceNow checks first if the user has access to the records. If not, nothing is done. You can't update RITM comments if you aren't allowed to write to the comments of that specific RITM (end users can normally only update their own RITMs).

Also: what exactly is the reply to? If it's an end user replying to an email send from an sc_task, it will fail, because end users don't have access to the sc_task table.

The log on the inbound email should tell you what is going on.