Target and Target table not populated in Email Logs for forwarded emails

[Priyankar Hald1]

"FW:" has been added in glide.email.reply_subject_prefix to treat forwarded mails as reply.

glide.email.forward_subject_prefix and glide.email.forward_from_prefix properties have nothing in 'Value' field.

Reply inbound action working properly for reply mails ("RE:" in subject) and not for forwarded mails.

Forwarded mails are not categorized as replies and inbound actions are skipped for them.

Hence, Target and Target table not populated in Email Logs for forwarded emails and no record is updated/created.

The issue was first encountered in dev instance but do not know how it got autofixed.

Now the issue is in test instance as well. The mentioned 3 properties in test instance have same value as in dev.

Please help!!!

[prabhatkuchibho · Accepted solution]

Hi Priyankar,

The Target and Target table fields would be populated only if any inbound actions are processed. You can navigate to the inbound actions table 'sysevent_in_email_action' table. You may filter the inbound actions based on the 'Type' being 'Forward'.

OOB, the 'Create Incident (Forwarded)' inbound action should process and create a ticket. You may have other inbound actions for Forward type. Make sure they are active.

Also, please refer to the Inbound action processing logic flow in the below Wiki article.

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions#gsc.tab=0

If you have example emails where target is empty, you can open that sys_email record and scroll down to the Email Log section. This will tell you which inbound action were processed/skipped and the reason for the same.

Regards,

Prabhat