Inbound action to update Case from a Froward email

[Chris44]

Hi, 

We would like to be able to update Cases and Incidents from emails that have been forwarded. 

If an end user forwards an email with the watermark and ref number in the subject then we want the case or incident to be updated just like a reply email does. 

I have tried to create a new inbound action with the type set of forward and use the same code from the "Update Case via reply" but it doesn't update the case, instead it creates a new case. 

I would appreciate any help. 

[Gaby Luijendijk]

There could be another alternative and that's to add value "watermark" to sys_property: glide.email.forward_from_prefix and leave the glide.email.forward_subject_prefix (contains fw:,fwd;) and glide.email.reply_subject_prefix as is. 
In our case it was solved partially but will cover most 

[nikhitha24]

@Madhav18 

Could you please help me on below

We would like to be able to update Cases   from emails that have been forwarded. 

If an end user forwards an email with the watermark and ref number  then we want the case  to be updated just like a reply email does. 

Could you please help me is that possible to update the case using forward type.

I have created inbound action type forward but its not working

[Rishabh Jha]

Hi Chris,

Can you try putting all the state values in quotes, i.e. like : if (current.state == "6"), at all the places in your script, and see if that makes a difference? I believe the state choice values are strings.

Thanks & Regards,

Rishabh Jha