Inbound Action - How to create record for email replies, when matched record is not in the Inbound Email Action's table

[Jerry39]

1. User receives an email from an IT Incident (servicedesk@email.com)
2. User REPLIES to the email, but intentionally changes the To: line to (secretaryteam@email.com), another SN ServiceNow inbound mailbox
3. The email updates the original Incident from Step #1 - Likely due to the Ref:Msg block. So it Ignores the Inbound Actions associated with secretaryteam@email.com
- The Inbound action log gives this info message: Skipping script '*subject*', email is a reply, and the record it matches is not in the Inbound Email Action's table

Is it possible to safeguard against users who email prevent against users who reply to messages AND changes the email address?
Or is this a training issue, and users should be instructed to "Forward" the messages?

[Michael Jones - · Accepted solution]

Based on the system behavior, I would say this would be a training issue. By design the system will process emails with a reply prefix as a reply (regardless of the original sender) and as long as the email contains a watermark (the Ref:Msg block) then the existing record will be updated, not a new record created.

It might - I say might - be possible with some difficulty to parse the headers or message body and try to identify the original sender of the email and see if it matches your other email address in your Create Incident action, and if so, manually create a record on the right table. I'm not sure that would be a sustainable process, or worth the development time vs. training staff appropriately. 

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!