Email ingestion between 2 organisations using ServiceNow
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2 hours ago
Hi There,
Recently our organisation started sending and receiving emails to another organisation with ServiceNow
We create an incident and email organisation "B"
Organisation "B" receives the email and creates its own incident and replies back to us with an email from their incident module, this is not very helpful to our Service Desk, what we need them to do is to reply back to our email which contains our watermark so our originating tickets get updated
We currently have our configuration set so that any new email or forwarded email creates an interaction for the Service Desk to manage.
So only replies with our watermark will update the originating ticket.
But sometimes we receive a reply from Organisation "B" with their watermark and our own watermark which sometimes I think confuses ServiceNow it is treated as a new email which is undesirable.
Also our "Ignor Header" filter is set to prevent automatic ingestion of emails from other ServiceNow Instances so I had to make a slight tweak to allow emails from Organisation "B" and soon I may need to do it for another organisation.
I have only been working as an Admin in ServiceNow for just over 2 years so I am looking for input from more experienced Admins out there on
1. Best practice for email ingestion between two Organisations using ServiceNow
2. Best practice for dealing with or configuring the "Ignor Header" filter
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25m ago
Hi,
Official inbound email processing overview (how the engine selects inbound actions, watermark behavior, etc.).
https://www.servicenow.com/docs/r/platform-administration/inbound-action-processing.htmlGeneral best-practice guidance for inbound actions (conditions, execution order, “stop processing”, etc.) – community but widely aligned with product behavior.
https://www.servicenow.com/community/developer-forum/best-practice-to-creating-inbound-email-action/...Example discussion of communication between two ServiceNow instances where messages from the other instance get marked received‑ignored due to the Ignore Header filter (good context for your scenario).
https://www.servicenow.com/community/servicenow-ai-platform-forum/communication-between-organization... (trimmed URL, but this is the thread referenced in search)General configuration of inbound/outbound email scenarios (multiple accounts, targeted inbound actions, mail scripts).
https://www.servicenow.com/community/csm-forum/configuring-email-inbound-and-outbound-actions-notifi...
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Thanks
Nayan Patel
IT ServiceNow Consult, ServiceNow ArchX
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