Getting senders address from email after it is forwarded twice

[Mahesh_Krishnan]

Hello:

Our operations team has a lot of email mailboxes and we are trying to get them into ServiceNow. As we cannot read all the mailboxes I was thinking I could setup one mailbox into which emails from the other mailboxes can be forwarded, and ServiceNow will read emails from the final mailbox. The issue is that I need the original sender's address to be preserved.

In my research I found out that if we use the option of "Forward-As-Attachment" on the Exchange server then the sender's address is preserved.

I wanted to poll the community to see if anyone has implemented this approach and get some insights on how such emails would need to be processed in ServiceNow.

Thanks in advance!

Mahesh

[Bhuvan]

@Mahesh_Krishnan 

You have a field that tracks email.origemail that shows who actually sent the email and can be used to track original sender for forward emails.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749826

https://www.servicenow.com/community/developer-forum/original-email-sender-from-forwarded-email/m-p/...

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[Mahesh_Krishnan]

Thanks Bhuvan! I did know about the email.origemail function but was not sure it will work for emails that are forwarded twice.

[Bhuvan]

@Mahesh_Krishnan 

You can test it and I believe email.origemail should show original sender irrespective of how many times the email was forwarded from one mailbox to another before it was read by ServiceNow.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan