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?

[EricG]

OK, I've slept on this and it's working.  YEAH!!!!

Now for a DUMB question.  I'm still testing the update to my inbound, but I'm running into a "Testing" issue.

I've taken emails from a "DAY" to reprocess in my lower environment.  The ticket doesn't exist, so the test email that is an "Approval of Ticket#" is testing positive to my inbound update, since the system is classifying it as NEW and not a reply.

any trick to force the Reply status?

[SanjivMeher]

Not sure what you have in the email subject, but you can try updating below property or add re in the subject to classify it as reply.

reference: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification...

[Alex_3]

Hello @SanjivMeher ,

I have a issue where we have all 3 types of inbound to create a case for one DL i.e. New , Forward , Reply.

Lets take an example if someone from that DL reply or forwarded to a servicenow generated notification then it should not generate a case it will leads to creation of duplicate case.

So what I want is to restrict the incoming mail to trigger the forward inbound if the original sender has"@service-now.com" meaning it was the system generated notification which was forwarded.

Is there any way to do this.

Thank You!

[SanjivMeher]

If the email was originated from @Service-Now, i would add condition to the FW inbound not to create case when email.origemail.toLowerCase().indexOf('@service-now.com')>-1.

But if someone is replying/forwarding the same email that was already sent to ServiceNow, this is more complicated. I remember doing a split and then querying the subject of the email with the case short description...And if it already exists, just update the comments of the case. 

But this has a loophole that, if there are case with similar subject, it can cause issue updating another case with the note. If you just want to ignore such emails, then just compare the subject and skip the inbound action.

[Alex_3]

Hi @SanjivMeher 

How about the email.origemail to find out the original sender of that mail when people is forwarding.