Inbound action not getting processed.

[karthik3]

I have an Inboud action configured to update the case based on Acceptance and Rejection mail user sends via Outlook. The mail is getting recieved in the system but is not getting processed. 

Details:

I have a notification triggered when state changes to Awaiting Acceptance, the notification contains Accept and Reject button. For Example if Reject button is clicked Outllok will be opened with Template Re:Rejection For HRXXXXXX. This mail is coming to the system. But mail is not getting processed. Could you please help on this.

[Tanushree Maiti]

Hi @karthik3 

As per KB : KB0535493 Reviewing emails getting ignored by inbound actions 

Check whether it is possible cause for your use case.

Issue

Emails sent to a ServiceNow instance are processed by each of the active Inbound Actions, but only if the specified conditions apply to the email.

Depending on the Inbound Action configuration, it is possible that an email could get skipped by all inbound actions, remaining ignored in the Inbox in Ready state instead of Processed state.

Cause

There are multiple conditions as well as configurable properties that determine whether an Inbound Email Action will ignore an email. For example you might configure your inbound action to match only emails classified as a reply to the Case table.

Resolution

Each Inbound Email Action logs whether it skipped a particular email and why. For instance, you might have an Inbound Email Action named Update Change that matches on emails classified as reply.  When your action gets a chance to process an email classified as new, it logs an entry such as:

Skipping 'Update Change', email is type 'new', which does not match Inbound Email Action's type 'reply'

View the logged entries for the email by opening the email record from the email log. The Default view does not include the related log records, so you may need to first change the form view to Inbox.

1. Right-click the email record header to show the context menu.
2. Select View.
3. Select Inbox.

Review the related log entries on the form to see why an email was skipped.

There is also a log entry describing whether the email was classified as New, Reply, or Forward. For emails classified as a reply, the log entry includes the reason why it was matched as a reply.

[Rob Sestito]

Hey @karthik3 -

Just a couple of things to try and help.

• Your inbound action shows as a type = New. If the user is going to click a button to Approve or Reject a Case Resolution, that should be treated as a Reply. As I see from your last screenshot, the email is being processed, but being classified as New. And therefore is probably (should be) creating a New HR Case. Can you confirm if that is happening here?
• I also see the name of your inbound action has Guest User in it. Are you trying to solve for a guest user replying to an email when they do not have an active account in SN? Only asking this because I see from another screenshot that when the email is being processed, it is matching to a user account.
• Lastly, is there a reason why you are not utilizing the OOTB functionality for HR Case Approve/Reject Resolution?

Please keep us posted and let us know if any of the above adjustment(s) have helped. I do believe your inbound action should be set to a Type = Reply, and not New.

Cheers,

-Rob