Non-English Email Replies or Forwards Not Triggering Inbound Email ActionsIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #6e9db4; } a:visited { font-size: 12pt; color: #7057C7; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: 500px !important; width: auto; height: auto; } } Inbound Email Actions may not trigger as expected when emails are sent with non-English subject prefixes (e.g., reply/forward markers like "AW:" in German or "R:" in Italian). Customers may observe that certain reply or forward emails in non-English languages are not being recognised correctly by the platform. As a result, Inbound Email Actions (such as updating an incident or creating a record) are not triggered as expected. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #6e9db4; } a:visited { font-size: 12pt; color: #7057C7; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: 500px !important; width: auto; height: auto; } } All releases Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #6e9db4; } a:visited { font-size: 12pt; color: #7057C7; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: 500px !important; width: auto; height: auto; } } The issue arises due to language-specific prefixes used in email subjects for replies or forwards. While the platform can identify common English prefixes (like Re: or Fwd:), it does not automatically recognise equivalents in other languages. Examples include: German: AW: instead of Re:French: TR: instead of Fwd:Chinese: 回复: or 转发: ServiceNow uses the following system properties to identify reply/forward prefixes: glide.email_reply_subject_prefixglide.email.forward_subject_prefix If the email subject contains a reply/forward prefix not listed in these properties, the system may fail to recognise the email as a response or forward, causing Inbound Email Actions to be skipped. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #6e9db4; } a:visited { font-size: 12pt; color: #7057C7; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: 500px !important; width: auto; height: auto; } } To resolve the issue, you can update the above properties to include the non-English prefixes used by your users' email clients. This does not require scripting and can be done via the Email Properties page. Steps: Navigate to:System Properties > Email Properties Locate the following properties: Reply prefixes: glide.email_reply_subject_prefixForward prefixes: glide.email.forward_subject_prefix Update the values to include additional prefixes as needed. Example: Recommended Prefixes by Language: LanguageReply PrefixesForward PrefixesArabicرد:تم إعادة توجيه:, توجيه:Chinese (Simplified)回复:转发:Chinese (Traditional)回覆:轉寄:DutchAntw:Doorst:FinnishVS:VL:FrenchRE:,REF:TR:GermanAW:WG:Hebrew:השב:הועברHungarianVá:Továbbitás:ItalianR:,RIF:I:NorwegianSV:VS:SwedishSV:VB:SpanishRE:RV:PortugueseRES:ENC:PolishOdp:PD:TurkishYNT:ĪLT: