Inbound action Update Incident (BP) isn't updating additional comments?

[JP-ODU]

We use the baseline Update Incident (BP) Inbound Action, which is supposed to append any email body copy into the comments of the relevant incident. After a system upgrade from Quebec to San Diego, however, I've been made aware of cases where an inbound email from a user on the watchlist isn't doing this? 

The notes activities include the email received from the watchlist member, but there's no corresponding entries copying the body text into Additional comments. Looking into the received emails, themselves, in the system mailbox: I note the message "Update Incident (BP) : did not create or update incident using current." So the inbound action is failing to fire and add the body copy to additional comments? How can I further investigate and fix this?

We're using the baseline Update Incident (BP).  It runs on reply with order 100 and has no role or conditions. The script is:

gs.include('validators');

if (current.getTableName() == "incident") {
	
	var gr = current;
	
	if (email.subject.toLowerCase().indexOf("please reopen") >= 0)
		gr = new Incident().reopen(gr, email) || gr;
	
	gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
	
	if (gs.hasRole("itil")) {
		if (email.body.assign != undefined)
			gr.assigned_to = email.body.assign;
		
		if (email.body.priority != undefined && isNumeric(email.body.priority))
			gr.priority = email.body.priority;
	}
	
	if (gr.canWrite())
		gr.update();
}

[Yousaf]

Hi JP,

Check this Link Please

https://community.servicenow.com/community?id=community_question&sys_id=75cbd65d1becbc50b09633f2cd4b...

Mark Correct or helpful if it helps.

Thanks,
Yousaf 

[Sean Addington]

@JP-ODU ,

Did you have any luck with this? I'm running into the same issue myself, and the link provided isn't accessible for some reason. The only thing I've been able to find that might work is to comment out/remove the "if gr.canWrite())" line, but I'm trying to see if there might be a better way and thought I'd see if you found anything else.

[JP-ODU]

Despite my misgivings, we ultimately were advised by Support to remove the "if gr.canWrite())" line, and so far that's worked without creating any issues I'm aware of

[Sean Addington]

Thanks JP. I meant to update this the other day as well, but I also found that you could also get around this by creating/modifying an ACL rule that would allow the update, so I ended up going that route on this.

I'm sure it could be debated if that's the proper approach here, but I just wanted to share that as well in case anyone found that to be useful. Thanks again for the response.