Inbound email target and target table is empty when watermark exists

[will_smith]

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:

1. Validated the inbound email action has a type and a table.
2. Verified the outbound email has a target and a watermark.
3. Sent a reply from my Outlook 2013 (Exchange 2010, I think).
4. 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
5. 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.

[Marshall Day]

Will,

This may be late but I just went through what you are discussing. Why was an email sent from a non-company account being processed but all inbound actions were skipped, thus not grabbing the incident # in the subject line and setting the Target table?

Incident is completed. Survey is sent out to Requester. Requester chooses a star rating and makes some wonderful comments (or not!). They send their response back in to be posted to the incident. The email is received, processed, and all Inbound Actions that should have grabbed the incident number from the Subj: line of the email are skipped. I checked the email logs and found the same thing on each action: User Guest email is inactive.

After some extensive reading on this site and others, I went into the User table, opened up Guest, and found that the Guest account was indeed inactive. Who could have done such a thing? Who knows. I reset the account to active, and retried the emails from several outside accounts, gMail, Yahoo, etc. Every email now was processed, the Update Incident action set the Table, and the incident was updated.

Sometimes the simplest answers are the most frustrating.

I hope this is helpful for your situation.

Marshall

[will_smith]

I was JUST Googling that I think it's similar to stop processing in an inbox rule in Outlook.

I will turn it off and retry and post back.

[will_smith]

The target instance and target table is still empty, even though I am setting it in the script.

-- Received email form view --

[Michael Fry1]

Time to call the desk at HI.

[jonnyseymour]

I added a response to your question here.

https://community.servicenow.com/community/service-automation-platform/notifications/blog/2015/12/02...

Thanks

Jonny