Hello all,
I would like to seek your help regarding an email log we are getting whenever a support member forwards an email to our instance. Our expectation is for it to generate a case, but it doesn't do that. When we checked the email logs this is what it is showing:
This is the error - Received id=<e3f92976be1e441cbd200f2f2deceb1c@icrc.org> Classified as forward; Search inside email for a "From:" was bypassed because the property glide.email.forward_from_prefix was blank
I came across this ServiceNow support article that suggests a fix for it: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749007
-----------------------
Resolution
The system classifies an email as a forward only when it meets all these criteria:
- The subject line contains a recognized forward prefix such FW: as mentioned in the email properties.
- The email body contains a recognized forward string such as From:
Only if both of these conditions are met, then the email is classified as a 'Forward' receive type, and will be processed by 'Forward' type inbound email actions.
-------
I checked and made sure that there is a prefix FW: and also have checked the From field in the email and it does contain my name since I forwarded it while testing, but the issue persisted and that log keeps on coming up.
Where else should I check? Am I missing something to correct this issue?
Thank you in advance for your kind assistance!
Cheers,
MFW0714
