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!

[Allen Andreas]

So...just to throw this out there, you do have this inbound action set up as a Forward one right?

I think the system uses different logic that may be missing here based on your recent post.

That has Forward right? lol

[scottbaker]

It does show that it's only looking for forwarded emails, and from the logs it looks like it's correctly identifying the email as a forward and processing it using the correct rule, but there's definitely something that isn't lining up.  Here's a shot of the Inbound Rule on my end:

[Allen Andreas]

So I looked up my prod instance's glide properties for forwards and it's blank as well so in your log there where it says it ignored it because it was blank, that's OOB and fine (supposedly, fine)

So for my company, if a user does forward the email, it does use that sender (the one who forwarded it) as the caller for us too. But we've come to accept that and we have workers in place to assign appropriately or it's the understanding that if you forward, it's now yours.

When you forward to one of our specific email addresses, our outlook system will redirect that to SN. So the whole "origemail" thing allows SN to not put the caller as our outlook server and instead use the original sender.

So I guess maybe it can't grab who else was the original sender before you got to it and then forwarded it?

Any googling and forum research will result one of those 3-4 methods I listed above. 😞

[scottbaker]

That makes total sense and lines up with what I was finding as well.  I ran across several articles on the Community and on some other sites that mentioned the origemail property, but it doesn't appear that's what I'm looking for.  I will keep digging and see what I can some up with.  Thanks for your help, Allen!

[mjl]

Hi Scott - did you get a resolution for this?

The problem you detailed is very much like something I wish to solve (except in my instance, I want to manually review emails I receive before forwarding to the Service Now inbox, so do not want a redirect set up on my inbox).