Why the update number field did not increase when an email was processed by inbound action(s)?Issue When a user responds to an incident, case, change request or any record via email, it does not appear to update the 'update number' field of the change. This could confuse the end user or generate an unexpected behaviour if the assignee does not know the change has updates. ReleaseAllCauseAs the related syslog_email log record confirms, the inbound action can have many conditions before the code current.update can execute and at least one of them was not satisfied. As seen in the email logs, the message "Update Change : did not create or update change_request using current" confirms that the inbound action was executed but did not make updates in the change request record, at least with the current object. Same root cause applies to other records such as cases, tasks and incidents. If the target record was not modified by such processing, the 'update number' column will stay in 3 or current value. Please bear in mind that when two rows have the same value (update number 3), the form will not display fields with same values in chronological order unless you sort by another field such as update time: Usually when a user is unable to update a specific record is because of lack of privileges. For example, when the sys_user record has only the snc_internal role and it is lacking other roles such as itil.The root cause can be validated by checking the sys_history_line table to confirm the user has sent one or more emails but was not able to update fields at all. Additionally, the sys_audit table can be validated to confirm what users have modified the record in question after creation.ResolutionCheck ACLs and user roles to make sure the user has enough privileges to update the record Check the inbound action conditions required to execute current.update in the script field. Related LinksFor Audit history frequently asked questions, please refer to the KB article Audit FAQ More information about audited records in our official documentation page History Sets For inbound action documentation, please visit our page Inbound action processing