The 'To' field shows empty for the emails received in SNOW instance. When the email template type is 'Email and Not Email Address' regardless of the email routing rules the incident gets created to a specific group, which is not supposed to happen. K

[Sangeetha Naga1]

The 'To' field shows empty for the emails received in SNOW instance. When the email template type is 'Email and Not Email Address' regardless of the email routing rules the incident gets created to a specific group, which is not supposed to happen. Kindly help me with your thoughts.

My Analysis:

When i try sending email to the SNOW instance with a single quotation like 'snowdv@servicenow.com' then the email is sent and also gets received in SNOW instance. But the 'To' field appears to be empty and hence the ticket gets created to a specific group alone. Ideally this ticket should get created to a different Assignment Group. 

Please note, this template has the type as 'Email and Not Email Address'. 

When i tried changing the type of this template, and tried sending email with single quotes the ticket got created for other Assignment Group. That is, the next template with the type as 'Email and Not Email Address'. 

Now, I have checked the ServiceNow docs and got to know about a property,

glide.email.remove_illegal_address_quotesRemoves invalid quotation marks from an inbound email address, thus allowing the inbound email address to be accepted as valid. For example, when you set the property to true, the address "john.doe@example.com" is changed to john.doe@example.com. However, only addresses that are formatted as John Doe <'john.doe@example.com'> are removed entirely.

• Type: true | false
• Default: false

I have created this system property in our instance and enabled it. Now when i try sending emails with quotations it removes the quotations and hence the ticket gets created for the correct Assignment Groups. But my team is telling me to think of other solutions since this is a platform level change. Can anyone help me on this? Can we make changes to the template or make changes to the script and resolve this issue? Kindly help me with your thoughts!!

Thanks in advance!! 

[Tony Chatfield1]

Hi, unfortunately your post does not clarify your issue or your current configuration.

I would expect a received message to have a 'To' value of your instanceEmailAddress@servcienow.com and without this address being populated I do not believe that the message could be delivered unless the instance was CC'd
BCC is not supported for inbound email - Servicenow does not recognize Blind Copy(BCC) as recipients on Inbound Emails - Support and Troubles...

I am not an expert but in the past when I have seen examples of email address encapsulated in quotes (' or ") it has been a display 'name' with the actual address still existing like 'noone@example.com' <noone@example.com> so perhaps you are seeing the display value?

ServiceNow maps the To and CC fields to email.to, but these are also available via email.direct (to), email.copied (cc) and it may be that you could use one of these if they are populated correctly

Accessing email object variables (servicenow.com)

But without any clear details, I can only guess.
Perhaps you could update this post with clear and specific details of your configuration, including in plain text or code snippet of your inbound action script and a received email message as xml file, so that they can be properly reviewed.

[Sangeetha Naga1]

Hi Tony,

Issue: Unwanted incidents are getting assigned to ABC assignment group 

The Email template for ABC assignment group is applied automatically for the emails which has single quotes ('snowdv@servicenow.com') and then assigned to the ABC group. This shouldn't happen. We are trying to assign the tickets to the correct assignment groups.

Initially while testing I figured out that when the Email template type is changed from 'Email and Not Email Address' to something else then the next template which has the type as 'Email and Not Email Address' is applied while Email is sent with single quotes.

Attaching few screenshots for a clear picture.

Kindly help me with your thoughts!!

Thanks in advance!!

[Tony Chatfield1]

Hi, unfortunately partial screenshots of a task activity stream and a list view of a sys_email record add nothing of value. Where is your issue occurring, is the wrong inbound action being triggered, or the wrong code running in an inbound action or a business rule?  Sharing details of you configuration and code in plain text would allow the forum to review/assess but with no details there is little of value that anyone can add. What are the results of your diagnostics? Does the email log show that the correct inbound action was triggered - you can see this in the related lists of your email message form view.