Watermark Collision with existing record
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06-05-2026 12:00 AM
Summary of Issue:
Inbound emails from particular servicenow instance are failing to trigger our 'New' Inbound Action because they are being logged as 'Received Ignored'.
Technical Root Cause:
The incoming email body contains a ServiceNow watermark (Ref:MSGxxxxxxx). Because of this watermark, the email engine automatically classifies the email Type as 'Reply' instead of 'New'. Since it matches an existing record in Email Watermarks(sys_watermark) table in our instance, it skips our 'New' Inbound Action rules entirely and gets ignored and target record is not being created.
Requested Assistance:
We need this inbound email to execute our 'New' Inbound Action logic to create a ticket automatically. Please advise on the best platform practice to prevent this specific sender's email from being locked into a 'Reply' classification based on the watermark.
- Testing Performed: We verified this behaviour in our development instance by temporarily deleting the conflicting watermark record. Once removed, the incoming email was successfully classified as New and processed correctly. (example: MSG1216286)
- Constraint: Deleting or modifying existing production watermarks is not a viable or safe option.
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06-05-2026 12:46 AM
