I am having a problem with my Reply in my inbound email actions. It is not setting the target table. After reviewing the HI KB ServiceNow KB: Inbound Email Action Target Table (KB0535511) I checked the email logs and it says it's skipping my inbound action and it's not writing the received email into the incident.
Skipping 'Reply to Task', did not create or update sc_task |
Here is a screenshot of my email action where you can see the table matches. This was
This was working previously in our development environment, and I'm not sure where else to check. Here are the steps I I have validated the watermark exists in the watermark table with the proper MSG#. Here is a list of the things I have checked already:
- Validated the inbound email action has a type and a table.
- Verified the outbound email has a target and a watermark.
- Sent a reply from my Outlook 2013 (Exchange 2010, I think).
- Verified I see the reply in the Received Inbound mail, where the header still contains the Ref message and the subject contains the TASK number
- I have manually applied the target table and document and reprocessed the email - this shows up in the TASK as I would expect.
So, all that to ask, what has to happen for the Task to be considered "created" or "updated"? All I am doing is pressing the email button the task and sending out an email, just like our helpdesk would be doing. There will NOT be any updates to the task, the email is simply for information gathering.
Thank you very much for all of your help.
HI MIchael, I have the action type of "reply", and it's still not updating the ticket. Please help me understand when you say, "script reading the type". What script, where? the replyer is me, the admin; I've also tested with another active user. Still no luck!
