How to process an email forwarded by user from another company's SNOW instance.

[EricG]

I'm looking for the best practice.

With ServiceNow being used in many companies, how can one process an email sent by my users to generate a ticket.

Use Case:

Third Pary vendor uses ServiceNow CSM App.  The notify my user about an issue they raised with them.

This case states it's an issue with our mail program.

The user then forwards that email to the Help Desk to generate a ticket.

ISSUE:

Since the email being forwarded has the SNOW Watermark in it, our inbound rules will ignore the email and the inbound action to update a ticket will not process. Cant find the ticket.

Although the Sender of the original email is serviceportalVendor@service-now.com, my user is Name@company.com.

I'm not sure how to distinguish between my users forwarding a company SNOW notification with questions verse an Exteranal Companies SNOW notification being forward to me.

I hope that makes sense.

Any ideas on a solution?

[maroon_byte]

So the flow is:

Vendor sends email to your company's user

User FWs above email to your company's help desk

Is your company's help desk email a mailbox? or is it a distribution list?

And how does your ServiceNow instance receive the email?

Are you sure the emails are ignored because of watermark? Have you reviewed that email record in System Mailbox > Inbound > Junk list to confirm?

Regards,

Sharad

[EricG]

Yes, the email is processed.  however it's not matching any rules, so the target is empty.

The email in question

Preview of Email

>>>>>>>

So the email i have coming in is internal and should be processed.
but because it has someone else's watermark, it doesn't know what to do.

Most of our inbound will exclude the REF:MSG tag in the body.

[SanjivMeher]

I think you can add condition in the inbound action to check if the origin of the email is serviceportalvendor@service-now.com, then create a ticket

ex, you can add condition email.origemail.toLowerCase()=='serviceportalvendor@service-now.com'

[EricG]

OK Great suggestion.  Will need to think on this just incase there are other vendors using CSM.