Worknotes still being created from emails after deactivating Email Inbound Actions

[Nimeku]

We have deactivated all Email Inbound Actions/Flows for INC in our ServiceNow instance, but when we send emails with incident numbers in the subject line (e.g., "re: INC123456789"), worknotes are still being automatically added to the incidents. Is this a core functionality? What other email processing mechanisms in ServiceNow could be handling this beyond Email Inbound Actions/Flows? Where should we look to identify what's processing these emails? How can we completely disable automatic worknote creation from emails (we want to control this via Inbound Email Actions)?

[Dr Atul G- LNG]

Hi @Nimeku 

As far as I know, it's expected behavior that emails will still appear in the work notes, even if no email accounts are set up or the related properties are set to false.

[Nimeku]

Is there any documentation for this?

[Dr Atul G- LNG]

I'm not fully certain, but it seems to be expected behavior — I've noticed the same in the PDI as well. Any incoming email to your instance will get captured in the Activity log.

https://www.servicenow.com/community/developer-forum/getting-the-email-to-show-up-in-the-activity-lo...

[Nilesh Pol]

@Nimeku 

To review or modify this behavior, you need to navigate to System Policy > Inbound Actions and find the relevant inbound email action for incidents.

If an inbound email action has a script like gr.work_notes = email.something;, it will directly add the email body to the incident's work notes field.