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...

[IbrahimK4837164]

In ServiceNow, you can configure email rules to automatically generate tickets based on specific incoming message patterns. You can create a rule that will analyze the content of an email and create a ticket if it meets certain criteria.