How does servicenow detect whether a received email is New/Reply/Forward

[rev3]

Hello All,

When Servicenow receives emails, how does it validate if its reply or new or a forward email. I know field "receive type" is populated with new/Reply /Forward. But i want to know how it detects.

My dev instance received a reply email but was detected as new instead of reply.

Any knowledge will be helpful.

Thank You

[Michael Ritchie]

Its based on configured system properties:

Inbound Email Actions - ServiceNow Wiki

[rev3]

Hi Michael,

Yes, I expected this would be. Thank you for your response. I am not sure why servicenow detected it as new. So my subject is like this: RE: Service Request : FW:   TST1 XXX . Could you help me in troubleshooting this please.

Thank You

[BALAJI40]

Please go through this, Inbound Email Actions - ServiceNow Wiki .

In this please read 3.3 and 3.4 you can understand very easily.

[tony_barratt]

Hi Rev,

I see you have had some sound advice already, however I suggest taking a look at graphic below.

Best Regards

Tony

Inbound Email Actions - ServiceNow Wiki