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4 weeks ago
Solved! Go to Solution.
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3 weeks ago
Hi @ShumaS
What Triggers the Activity Update Despite Deactivated Inbound Actions....
1. ServiceNow uses a watermark embedded in outgoing notifications, typically formatted like Ref:INC0001234 to match incoming emails to existing records. This watermark is stored in the sys_watermark table and drives the auto-association logic.
2. Once the system recognizes the email as a match, it updates the record, often adding the email's content to Work Notes or Comments, even without an active inbound email action script. This is part of ServiceNow’s default processing behavior for watermarked emails.
Implement logic (via Business Rule, Inbound Email Action) to explicitly intercept or bypass processing when certain conditions apply. Alternatively, adjust email notification or watermark behavior, but keep in mind watermark driven routing is fundamental to replies and its not included as per servicenow best practices.
Check below aricles:
If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/
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3 weeks ago
Hi @ShumaS
What Triggers the Activity Update Despite Deactivated Inbound Actions....
1. ServiceNow uses a watermark embedded in outgoing notifications, typically formatted like Ref:INC0001234 to match incoming emails to existing records. This watermark is stored in the sys_watermark table and drives the auto-association logic.
2. Once the system recognizes the email as a match, it updates the record, often adding the email's content to Work Notes or Comments, even without an active inbound email action script. This is part of ServiceNow’s default processing behavior for watermarked emails.
Implement logic (via Business Rule, Inbound Email Action) to explicitly intercept or bypass processing when certain conditions apply. Alternatively, adjust email notification or watermark behavior, but keep in mind watermark driven routing is fundamental to replies and its not included as per servicenow best practices.
Check below aricles:
If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/
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3 weeks ago
Hi @ShumaS
These links worth reading
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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