This article is related to Knowledge Article created by ServiceNow in January 2018.

Issue description:

Inbound emails are not correctly processed by the system. This is due to a wrong interpretation of the watermark message.

Symptoms:

When approving a Change Request by email, the inbound email is associated to the Change Request rather than the Approval Request itself. A comment is added to the Change Request but the Approval Request status is not updated.

In the email log, the following error/information messages can be seen:

• Processed 'Update Change', updated change_request :CHGXXXXXXX
• Skipping 'Update Approval Request', email is a reply, and the record it matches is not in the Inbound Email Action's table

Resolution:

Set the following system properties to FALSE:

• glide.email.watermark.parse_restrictive
• glide.email.watermark.generate_random

Labels:

• Instance Configuration
• Upgrades and Patches