cross domain inbound email action error

[Anusha dandu]

Hi,

I have a query and would like some suggestions please..... 

In our SNOW instance we have about 50+ domain seperated companies.... Users of these compaines have a close connect to each other but they are part of seperate companies.

when the user of company ABC sends an email about an issue, he happens to CC user of company XYZ..... based on the email senders detail incident gets created under ABC domain as expected which is good.

However, when the user of company XYZ sends any reply to the same incident chain email, it errors with a message "Unable to locate incident ____sys_id____ for inbound email processing" as we understand the update incident inbound action is searching for the incident in XYZ domain and it did not find as it was created under ABC domain.

This is common use case for us, where the users would looping colleagues between companies...... and any email from cross domain are not getting captured to the incident and they are getting into error.

Any suggestions or options to make sure all emails gets captured. 

Thanks,

A

[Dr Atul G- LNG]

Hi @Anusha dandu 

It's not SNOW, its SN or ServiceNow.

[Anusha dandu]

HI Atul, Thanks replying to my message, but sorry to say it does not answer anything.

how we call it is not relavent to my question posted.