Can I remove watermark via in Reply to header?

[JR Oliver]

I have a business rule to remove watermark in the body of a scheduled report email.

I successfully removed the watermark in the body. However when user replies to the report email, SN  Classified as reply to 'null' via watermark 'Ref:MSG16159917_lapkqhzPdTKu44mRxVR' via In-Reply-To header.

I need to remove the watermark so that it triggers the Inbound Action to create Interaction record.

[Shubham_Jain]

@JR Oliver 

Steps to Remove Watermark but Allow Inbound Email Action to Work:

1. Modify the Business Rule: You’ve already removed the watermark from the email body. To ensure that ServiceNow can still recognize the reply, keep the email's In-Reply-To or References header intact. This allows ServiceNow to track the original email.

2. Configure the Subject Line for Reply Detection:

   • You can add a unique identifier in the subject line of the original email, which can be used to track replies.
   • For example, append something like:
     Scheduled Report - Incident Report [ID:123456]
   • Then, in your inbound action, use the script to extract and match this identifier from the subject line.

3. Use a Custom Email Header (Optional): If you want to avoid using the subject line for tracking, you can add a custom email header like X-ServiceNow-ID with a unique identifier for tracking purposes.

   • Modify your business rule to insert this header in the outgoing email.
   • Adjust your inbound action to look for this custom header instead of the default watermark.

4. Modify the Inbound Email Action: Update your inbound email action to trigger the creation of an interaction record based on your chosen identifier (either in the subject or a custom header):

   • Go to System Policy > Email > Inbound Actions.
   • Open the relevant inbound action that creates interaction records.
   • Modify the Conditions or Script section to handle the reply detection based on your subject line pattern or custom header.

[JR Oliver]

Hi Shubham_Jain,

Thank you for your response.

I created step 4 however it still does not trigger the inbound action.

I set the condition to the exact title of the Email and From field to me.

[Omkar Mone]

Hello,

One possible approach is to write a before insert/update Business Rule on the sys_email table to manipulate the headers and remove the watermark using regular expressions. However, since sys_email is a core table in ServiceNow, modifying the headers may have unintended consequences in other areas. Therefore, it's important to ensure the Business Rule is tightly scoped to your specific conditions and does not impact the entire instance.

Let me know if you'd like me to rephrase this further.

[JR Oliver]

If I want to retain the watermark on the header and also want to achieve triggering the inbound action what needs to be done? I successfully removed the watermark in the body. When a user replies to the email report I want to trigger the inbound action.