Emails not working between two ServiceNow instances

[AnishG]

We are encountering an issue where emails sent from a client’s ServiceNow instance are not appearing in our inbound email logs. Normally, such emails should be captured and processed through inbound email actions, but in this case, the email is recorded as 'ignored'.

Has anyone dealt with similar cross-instance email scenarios? And if there is an easy solution that we can implement to make this work?

[GlideFather]

@AnishG then either change this property or tell the sender to change their email subject.

It will solve the issue, please consider accepting this as solution as the Email Proeprties gave you idea how to fix it. Thanks :))

[Ankur Bawiskar]

@AnishG 

what's the current setup now?

Are you sending email to ServiceNow instance from other ServiceNow instance?

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

[AnishG]

Yes, it is a production environment. Basically, emails sent from customers who are also using ServiceNow get ignored. I checked the email properties and it seems it ignores the email with header that contains ServiceNow (screenshot attached). My IT team told me this."

This safeguard is designed to prevent “looping” between instances, which could otherwise cause serious performance issues or system failure.

"

Any suggestions how we could handle this issue?