Inbound email Action Requested Item Replies creating multiple tickets and not comments

[mattmm]

I have an Inbound email action I’ve created to create Requested items when an email is sent to a particular mailbox  e.g abc123@cba321.com

Target table: sc_req_item

Action Type: Record Action

Active: yes

Stop processing: yes

When to Run

Type: New

Conditions > Recipients contains abc123@cba321.com

Actions

createRequest();
function createRequest() {
   var cart = new Cart();   //calling the cart API
   var item = cart.addItem('<SYSIDOFCATITEM>');   //sys_id of the catalog item I want to fire
   cart.setVariable(item, 'ps_desc', email.body_text);   //sets catalog variable to email's body
     var rc = cart.placeOrder();   //this launches the catalog item, and creates a request object.   rc = the request object
	 updateRITM(rc.sys_id);   //call a function immediately to update the ritm.   This must be a nested function, otherwise inbound actions get weird.
           //also, we're passing the sys_id of the request so we know what RITM to grab.
}
function updateRITM(req){
   var ritm = new GlideRecord('sc_req_item');
   ritm.addQuery('request', req);   //req is what we passed from the previous function. the sys_id of the request.
   ritm.query();
   while (ritm.next()){
       ritm.opened_by = gs.getUserID();          
       ritm.description = "received from: " + email.origemail + "\n\n" + email.body_text;   
	   ritm.short_description = email.subject;
	   ritm.requested_for = ritm.opened_by;
	   ritm.assignment_group = '<SYSIDOFASSIGNMENTGROUP>';
       ritm.update();
   }
}
function copyAttachments(cartItemID, rc) {
	GlideSysAttachment.copy('sys_email', rc, 'sc_cart_item', cartItemID);
}
current.setAbortAction(true);
event.state="stop_processing";

My issue is that A user emails abc123@cba321.com which correctly creates an RITM000111 with the desired info in Short description and Description.

The abc123 team then reply to that user via email, and the user in turn replies back, but the issue is now it creates another RITM000112.

With each subsequent reply to abc123@cba321.com a new ticket is created. I want it to add the new reply as comments to the original RITM not create a new one. How do I achieve this?

I updated the Update Requested Item inbound action with the condition > recipients is abc123@cba321.com and action below, but no luck.

gs.include('validators');

if (current.getTableName() == "sc_req_item") {
	current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
	
	if (gs.hasRole("itil")) {
		if (email.body.assign != undefined)
			current.assigned_to = email.body.assign;
		
		if (email.body.priority != undefined && isNumeric(email.body.priority))
			current.priority = email.body.priority;
	}
		current.update();
}

[Gaurav Bajaj]

You can go through the email logs to see what hindering this inbound action to run for update.

Also, please make sure that the type of inbound action is set to REPLY and not NEW.

Thanks

Gaurav

[mattmm]

Yes I have it set to Reply. With the conditions for both recipeint or Subject contains some specific information. It doesn't even seem to recognise the inbound action even though it is Active.

Basically it processes the inbound email as if it is new and related to my other inbound action- It comes in and skips a few inbound actions (but it doesn't even show a skipping for the 'update requested item' action). It then stops "Stop processing detected after executing script: (mm) PS General Requests"  Which is my original Inbound action.

Do i have Order wrong or something? Doesn't seem to recognise the reply Action at all?

[mattmm]

So Since my first reply I did change the order and ticked stop processing, and it did indeed then show this in the log, but it was still skipped, because it is considering the reply email a 'new' email for some reason. This was definitely replied to, so not sure why it is saying it is a type: new email?

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

[Brent Sutton]

Probably a stupid question but have you confirmed that a watermark is included on the email confirming RITM has been created?

Brent

P.S. If my suggestion helped then please mark as helpful and/or correct so other community members can benefit from this information.