Inbound email action

[RG6]

Hi All, 

Have a query regarding incoming emails for inbound email action, Am trying to configure inbound email action for a incoming email from another service now instance, this will be a new email to trigger the incident creation, The issue here is watermark in the incoming email that we receive is getting matched with a older incidents in our instance. So its not processing the email as new which it should when its not able to find matching record in our instance but as a reply to a incident that was created 6-7 years ago. The inbound action works properly and creates incident with attachments if I remove the watermark from the email body. 

I have already tried creating business rule before insert to remove watermark from the email body but that's not working. I'd appreciate if anyone has any pointers on where to go about this. 

[SanjivMeher]

You can update the notification in the other servicenow instance to omit watermark. That way it wont add a watermark to the emails

[RG6]

Have already tried testing that but that is not an option here since it would omit watermark from all the emails and they don't want to do that. 

[SanjivMeher]

Did you try the solution provided here, which removes the watermark?
https://www.servicenow.com/community/developer-forum/remove-watermark-from-email-body-of-incoming-em...

[RG6]

Hi Sanjiv, 

Yes already tried that, before posting here.