Update existing record with reply email inbound action?

Sagar24
Tera Contributor

I was trying to update the existing record of snow (ex: CHG OR INC OR WO OR PRB) via inbound email action. I'm receiving record number in the email subject. Since I can expect each time different record type I added the target table as TASK. For new email it is working fine but with the replies it is not working and throwing an error as below

 

"Skipping script 'Update Work Notes for Reply', email is a reply, and the record it matches is not in the Inbound Email Action's table"

 

However, If I change the target table to Change and the same type of record number in reply email, then it is working fine but, in this case, I have to create multiple reply inbound actions for each table. Below articles tells that reply inbound action should have the target mentioned correctly

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535493
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535511

 

Please let me know, Is there any way we can achieve this?

 

 

 

 

1 REPLY 1

Sebas Di Loreto
Kilo Sage
Kilo Sage

@Sagar24 

I see your point but something is telling me there are some variables behind the inbound email action script field that we cannot manage and it is creating this issue (under the hood). I think when the reply comes back it identifies it with a, let's say, change and then it says "I cannot find this change in the TASK table" (which is absurd)


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