watermark reply not working

[juan casas]

We have an inbound email action with the following::

Active: true
Action type: Record Action
// Section: When to run
Type: New
Condition: Recipients contains xx@xx.com
// Section: Actions
// I set all the fields here

The notification has the following configurations
Category: uncategorized
Active: true
Omit watermark: false   [not checked]

when I got the notification on my email, I hit reply.

I see the email come into servicenow, I dont see it update the record from which the email was created.

how do I configure the system so that when the user replies to the email, the system will update the record from which the email originated

[Vasantharajan N]

You need to add one more inbound action to update the record. 

Target Table : Commercial Deposit Operations

Type : Reply

Action: write your script which you are expected 

[Musab Rasheed · Accepted solution]

Hello,

Why you have written inbound action ? you need to write inbound action like below, please try

https://yourinstance/sysevent_in_email_action.do?sys_id=498e10410a0a0b4b007c8c7f63531747&sysparm_record_target=sysevent_in_email_action&sysparm_record_row=9&sysparm_record_rows=16&sysparm_record_list=nameSTARTSWITHupdate%5EORDERBYorder

Another example which I have written, this is updating KB task record once email is recieved

Under action tab

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

    // Implement email action here
    gs.include('validators');

    if (current.getTableName() == "kb_feedback_task") {
        {
            if (email.subject.indexOf('RE: HR KB Feedback Task') > -1) {
				
                current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
		
                current.update();


            }
        }
    }

})(current, event, email, logger, classifier);

Please hit like and mark my response as correct if that helps

Regards