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?
