How to Identify The Sender on Email

[johnfeist]

I have an incident where someone added a comment, but we cannot determine who.   The Notes show that an email was received for the incident.   I'm assuming that it came as a reply to a notice to the Assignment Group because there is a watermark at the bottom of that email.   In going through the logs, I cannot find anything inbound that comes close to matching up to this within a reasonable timeframe.   All I can find is an entry in the outbound where the caller is receiving the comment.

Can anyone tell me what I'm missing and where to look for the message so that I can identify the sender?

Thanks for any insights you can provide.

John

[Jaspal Singh]

Hi John,

Can you check once in System Logs >> Emails with necessary filters.

[johnfeist]

Hi Jaspal,

Thanks for the very quick reply.   I've checked as you suggested but I still find the same data.   The note in question shows as being originated from our helpdesk mailbox.   That would imply that it is a pass through since the team at the helpdesk would not be in a position to add the information in the email.   That and the watermark are why I think it came back as a reply which was picked up by Inbound Actions.

Best regards,

John

[johnfeist · Accepted solution]

It turns out the message was sent via the email client (more options).   Apparently, there is a known concern and several enhancement requests around emails sent this way not appearing in the sent logs.   There is a partial work around whereby email sent that way can be added to work notes/additional comments.   https://community.servicenow.com/message/743427#743427

Thanks to Joe Evans (ServiceNow) for getting me the answers.