Inbound email Actions for ZOHO Email domains - Not working as expected

[Mohan Krishna1]

Hello Everyone,

Recently, while testing the inbound email action for different domains, I noticed that the functionality for Zoho email addresses is not working as expected.

Use Case:

I created a simple catalog item with a flow that triggers Line Manager approval. The Line Manager email address was configured as moh.....@zohomail.in.

When I sent an email from the Zoho account to ServiceNow, the system attempted to update the target record for the RITM, but the expected inbound action behavior did not occur.

Later, I changed the Line Manager email address to a Gmail account and sent the approval email again to ServiceNow. In this case, the Inbound Action executed successfully and updated the sysapproval target record as expected.

Could you please help review whether there are any known limitations or configurations related to Zoho email domains?

Thank you.

[Tanushree Maiti]

Hi @Mohan Krishna1 ,

Do you have any watermark in your zoho mail?

Check these KB for trobleshooting:

KB0538137 Troubleshooting inbound email action issues 

1. Review our overview on inbound email troubleshooting or confirm that email is working. For more information, see:
   • KB0524472: Inbound Email: Troubleshooting.
   • KB0523577: Validating whether an inbound email action is performed.
2. Ensure that the correct inbound conditions are set (case sensitivity). For more information, see:
   
   • KB0535584: Ensuring that Inbound Email actions always work, regardless of case sensitivity
3. Confirm that you are using the correct target table. For more information, see:
   
   • KB0535511: Inbound Email Action Target Table
4. Verify that it is the correct inbound action type. For more information, see:
   
   • KB0535515: Inbound Email Action Type is not Matched
5. Confirm that an inbound email action is created. For more information, see:
   
   • KB0535521: Confirm appropriate inbound email action is created
6. Determine the priority of inbound email actions, or determine if the inbound action script has issues.
7. Determine whether any of the troubleshooting steps below are true for your environment. Each step provides a link to an article that will help you eliminate possible causes and take corrective action as necessary.
8. Confirm that email is not being ignored. For more information, see:
   
   • KB0535493: Ensuring Email is not Ignored
9. Determine if email handling properties are correctly configured. For more information, see
   
   • KB0535434: Configure Email Handling Properties: Defining How Inbound Emails are Treated.

[Tanushree Maiti]

Hi @Mohan Krishna1 

Also check , Servicenow  Documentation on it: 

Criteria for matching email to inbound actions 

1. Compare the raw email body of the failed Zoho email versus the successful Gmail email. Ensure that the watermark and In-Reply-To headers remain intact when passing through Zoho.

2. Validate your  ServiceNow inbound email properties to ensure prefixes like Re: ,Fw: , or localized Zoho equivalents are properly recognized.

Ref: KB0535434 Configure inbound email handling properties