Incidents created from forwarded emails not setting original sender as Caller

[scottbaker]

We're having an issue with inbound emails, specifically forwarded emails, not creating incidents with the original sender as the Caller.  Here's an example from our Dev instance:

I received an email from Jason Sears, who is a registered and active user in ServiceNow.  I forwarded this email to our Dev instance's default mailbox.  Here's what the incident record looks like:

As you can see, it created with me as the Caller.  Looking at the email logs, I see this:

It's clearly identifying the email as a forward and getting processed by the correct Inbound Action, but I'm wondering if my issue doesn't have something to do with the first highlighted box where it mentions not searching for a From:.  The Inbound Action for 'Create Incident (Forwarded)' is the default action, but I can post the script if necessary.  Can anyone shed some light on why it's not correctly matching the original sender to a user?  Thanks!

[Gaurav Bajaj]

Hi,

I was wondering why you don't have a redirect from your mailbox in place instead of forward.

A redirect keeps the original sender intact in the received email so that it would take the original sender as the caller.

This needs to be changed in your mailbox settings.

Please mark it correct/helpful based on the response.

Thanks
Gaurav

[scottbaker]

Gaurav,

We occasionally need to forward emails into the correct mailbox when a user emails one of the agents directly rather than emailing the support mailbox.  In these cases, it's helpful to be able to just forward these emails to the correct mailbox rather than needing to run a manual process.  Thanks for the reply!

[Allen Andreas]

I would agree with Gaurav's post above, but you should be able to add this:

current.caller_id = email.origemail;

to your script in the inbound action (remember to remove this from the conditional list above if you tried to assign Caller ID there).

That should grab the original sender and place them as the caller ID.

Please mark as Correct and/or Helpful, if applicable!

[scottbaker]

Allen,

Thanks for the suggestion.  I commented out the original line that set current.caller_id and replaced it with the line in your comment, but it doesn't seem to have changed the assignment of the Caller.  I've tested with two emails and both are assigning me as the Caller.