Inbound email actions not updating

[jmoss]

Hi  All, 
I was wondering if you could assist with an issue I'm having regards to creating inbound customer comms. 
This is for a scoped application with a table that extends the sm_order table.
I created a inbound email action which is scripted as follows:

if (current.getTableName() == "x_qwo15_acr_requests") {
    var bodyText = email.body_text;
    if (!bodyText) {
        bodyText = email.body_html;
    }
    //if request is closed completed, reopen it
	if(current.state == 19){
		current.active = true;
	}
	current.comments = "Reply from: " + email.origemail + "\n\n" + bodyText;
	current.update();
}

This script seems to work fine in the other scoped app variations that use the same code. However this script even though triggering the action, does not update the record';s customer comms field. 
I've checked ACLS using access analyser, additionally I've impersonated the user and they are able to write from the service portal.
Does any one know what I could be missing here? Is there any step by steps for what is needed to configure a custom scoped app in order for it to receive inbound emails. Any insight would be great. 

[Paul Curwen · Accepted solution]

For the most likely cause follow this support article: 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0825330

[jmoss]

Thank you! I have been stuck for a while, works perfectly now 😁