Hello @GlideFather
We are setting up an instance-to-instance communication via inbound actions where we configured an inbound action named create email. Another ServiceNow instance (belonging to our vendor/external partner) is automatically sending emails to our instance to trigger email ticket creation on our side.
How the Watermark Got There
Because the sending system is also a ServiceNow instance, its email engine automatically appends its own watermark (Ref:MSGxxxxxxx) to the bottom of the email body upon generation.
When that email hits our instance, our email engine scans the body, detects the Ref:MSG string, and checks our local sys_watermark table. Due to a random string collision, the external instance's watermark happens to match an existing watermark record in our system. As a result, our platform incorrectly classifies the incoming email as a Reply instead of New, skipping our creation logic and marking the email as Received Ignored.
Since we cannot control the outgoing email format of the external instance or safely delete our own production watermarks, we are looking for the best platform practice to bypass or override this classification for this specific sender.
