Can someone explain inbound action access to me?

[e_wilber]

Let's say you have a Case that sent out an email to a Contact user. That contact user forwards or CCs that email to another person in their org who is NOT a servicenow user at all and the email address is not known to ServiceNow.

Then, that unknown person Replies All to the email to the original Contact and the instance email address.  What happens to the email?

1) Will it make its way into the Case additional comments even though ServiceNow doesn't know them due the the watermark?

2) Will it realize this person doesn't exist and isn't related to the Case and will just ignore the email and not update the Case?

[jMarshal]

It should update due to the watermark.

[Dr Atul G- LNG]

Hi @e_wilber 

https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/notification...

By default, if an email has no identifiable watermark, an inbound email action attempts to create an incident from the message. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.