Skipping Inbound Action a suitable GlideRecord not found

[Katie A]

I have a custom table called Loaner Request which is extended from Task.

I created a basic notification on Insert on the Loaner Request table. We want the customer to be able to reply to that notification, which will update the Additional Comments field exactly the same as when they reply to an incident or other task. The notification does have the record number in the subject line AND the watermark in the email body.

I have a very simple Inbound Email Action called "Update Loaner Request".   current.comments = email.body_text;

However this is not working, the inbound action is skipped and the linked record is unable to be found.

These errors are appearing in the System Mailbox log.

Skipping 'Update Loaner Request', a suitable GlideRecord not found

Unable to locate loaner_request dd1b91214f79020040c601b28110c720 for inbound email processing

Anyone have any suggestions on how to fix?

[Pradeep Sharma]

Hi Kathryn,

You may find the below thread helpful.

Inbound Actions - whats the appropriate way to handle this situation?

[iteratix]

We are having this issue as well. Did you ever find a solution?

[Katie A]

I think it was something small. I think I may have forgotten to include the line "current.update();" at the bottom.

I believe I ended up copying the existing "Update Incident" script and just taking out the pieces that I didn't need one by one. At the bottom of the file I have current.update() and also event.state="stop_processing"; which are both important aspects. Let me know if you are still having issues and I can try to help more.

  current.update();

  event.state="stop_processing";

[antonymirza]

Hi Kathryn,

This is a domain related issue...

When users from lower domain when reply an email and the target record belongs to an upper domain, their reply email reaches in ServiceNow mailbox and ended up with state Error and the error string same like you mentioned.

Brgds, AM