Ignore watermark on email inbound action.

[Ptr1000]

I have a special requirement to forward an email and place a specific keyword in the subject line to perform an inbound action (create a record in target table xxx) and then stop processing.   The inbound action works fine and stops processing unless it finds a watermark in the body.   This results in the record not being created since the target table does not match.   I would like to ignore the watermark if the inbound email meets the criteria of the keyword in the subject line.

[mfletcher]

I actually have the same issue, Pat.   I'd like to create a coaching project if a user replies to an incident email and adds a specific distro list.   I can get this to work if the email is not associated with an existing incident, but when replying or forwarding off an email for an existing incident, the integrated SN rules seem to always hit before the inbound actions no matter what I do.   Did you ever get an answer to this?

[Ptr1000]

I have not yet found a way to ignore the watermark, but have a workaround. My requirement was for a small support group to forward emails to the system that they may have received   and have a particular inbound action handle them.   The temporary workaround for these 3 persons is a keyword in the subject line and remove any watermark.   It's a klude for now, but had higher priorities till I can get back to it.

Basically using the email handler to capture those OBTW efforts that arrive via email for tracking.

[sshall · Accepted solution]

I don't recommend this for performance reasons, but you could write a business rule on the sys_email table that runs on insert to check for and remove the watermark from an inbound email. The insert business rule will run prior to any inbound actions. You'll need to carefully control the conditions under which the rule runs, as it'll potentially hit both inbound and outbound emails.

Edit to add: If you're using a regex to match the watermark, read this wiki article first: SNC Regex API - ServiceNow Wiki

Depending on which version of ServiceNow you're on, you'll need to choose the appropriate API to avoid issues.