Inbound action triggering from other ServiceNow causing the issues

[ShamshadB]

Hi ,

We are receiving inbound emails from another ServiceNow instance. The requirement is to create, update, and resolve incidents through the inbound action.

The issues we are facing is watermark. Since they are coming from another ServiceNow instance, if the watermark matches in our ServiceNow, it is trying to update the record. The other thing is, even if it's a new email, it is still considered a reply and vice versa. Is there a way to remove the logos and inline attachments before adding them to the ticket?

In communities, I read that removing the watermark at the email level will have performance issues.

I would appreciate your guidance on the correct solution.

thanks  in advance.

[Najmuddin Mohd]

Hello @ShamshadB,

If the two instances are of ServiceNow, you can use E-Bonding with Out of the box Table API to create and update Incidents.

Check the below playlist. It has step by step to integrate two ServiceNow instances.

https://www.youtube.com/playlist?list=PLKH9bPqlw1nfPpLULqorWsRiCKD2nNKUP

If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.