Help Needed with Inbound Email Action for Reopening Problems in ServiceNow

[SARAVANANJ]

Hello ServiceNow Community,

I’m currently facing an issue with an email inbound action setup for problem records in ServiceNow, and I’m hoping to get some help from anyone who has encountered something similar.

Here’s what I’ve done so far:

1. Problem Record Creation: I created a Problem record using an inbound email action and added a custom field labeled u_sender_original_email to store the email address of the user who reported the problem.

2. Email Notification on Resolution: Once the problem is resolved, I’ve set up an automatic email to be sent to the user, informing them that their issue has been resolved.

3. Reopen Problem on Email Reply: If the user replies to the email indicating that the problem is still unresolved, I want to automatically change the problem's state back to Open.

The Issue:

• The Problem: The inbound email reply action is not working as expected. Even though the user replies to the resolution email (with "Re:" in the subject line), the problem state is not changing to Open.

[Ankur Bawiskar]

@SARAVANANJ 

is that sender who is sending email to create problem present in sys_user?

If not then did you check by adding log in your Reply type inbound action if it triggered or not?

If that sender is not in sys_user then it's treated as guest user and that guest user should have proper read, write access

Inbound Action does not work for emails sent by users without a profile in the instance 

Inbound email action with guest user 

If my response helped please mark it correct and close the thread so that it benefits future readers.