Existing HR cases are not getting updated by Forward emails in ServiceNow

[sujan0119]

Forwarded emails are not updating existing HR cases in ServiceNow.  The email logs show the message 
Classified as forward; Search inside email for a "From:" was bypassed because the property glide.email.forward_from_prefix was blank.

Adding From: to the property is not working. Please help.

[Tanushree Maiti]

Hi @sujan0119 

Also check KB: KB0855452 Forward email always creating new incident in ServiceNow 

Resolution

To overcome the above behavior move the glide.email.forward_subject_prefix(make this empty) over to the glide.email.reply_subject_prefix section, and therefore they'll be treated as replies.

Ensure the forward prefix table has no forward prefix's in glide.email.forward_from_prefix. Keep this blank.

A forward will now always be treated as a reply.

But this will have an effect on all the forward emails. 

Another solution is to customize or adjust Inbound actions based on Subject, so that it creates an incident if subject of the email meets certain conditions. 

[Tanushree Maiti]

Hi @sujan0119 

Refer KB: KB2676128 Forward emails being classified as new 

Issue

Forward emails being classified as new

In logs below error could be mentioned:

"Email looked like a forward, but was not marked as such because no keys from property glide.email.forward_from_prefix were found". This results in classification as new email instead of forward mail. 

Cause

Forwarded emails lack the 'From:' section in their body, causing them to fail the validation defined in the system property glide.email.forward_from_prefix. 

Resolution

Verify that the 'From:' line is present in the body of forwarded emails to meet the validation requirements of the glide.email.forward_from_prefix property and the subject line contains a recognized forward prefix such FW: as mentioned in the email properties.

Related Links

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