Comments on: Inbound Email – New, Reply, and Forward

By: Neetika

Neetika — Thu, 25 May 2017 07:06:17 +0000

In reply to Sam Ammar. Hi Sam , did you get a solution to this. I am looking for the same thing . Please help!

By: Mark Stanger

Mark Stanger — Mon, 27 Feb 2017 04:33:31 +0000

In reply to Bill Collins. That's interesting. I've always thought of it that same way. I don't know for sure what it does now and it wouldn't surprise me if ServiceNow has changed things. Without access to the back-end code it's hard to know for sure what will happen without a lot of trial and error. I'd suggest asking for clarification from SN support to see what they say.

By: Bill Collins

Bill Collins — Mon, 27 Feb 2017 01:37:46 +0000

Mark, email.from and email.origemail do not appear to behave as they did in the past. I often used email.origemail to grab the email creator/original sender as the caller on a forwarded email. Now it returns the same result as email.from. I found a post concerning the definition of each, but am reluctant to accept it. I have been using this method for 10 years. Will you please share your wisdom? Bill

https://community.servicenow.com/thread/169561

By: Mark Stanger

Mark Stanger — Tue, 21 Feb 2017 19:57:09 +0000

In reply to Manikandan. If it's an existing conversation and you want to send that to ServiceNow you would forward the email. Whatever you decide, the system just needs to have the appropriate inbound actions configured.

By: Manikandan

Manikandan — Tue, 21 Feb 2017 19:42:50 +0000

Hey Mark,

I NEED TO RECEIVE EMAIL CONVERSATIONS FROM OUTLOOK TO MY INSTANCE. WHAT SHOULD I USE NEW OR REPLY OR FORWARD?

By: Mark Stanger

Mark Stanger — Mon, 30 Jan 2017 18:29:43 +0000

In reply to Ray. That seems like a bug or misconfiguration of some sort. I'd check with SN support. Not sure why that would be happening.

By: Ray

Ray — Fri, 27 Jan 2017 16:45:15 +0000

Great to see that this thread is still relevant after all this time.

I have set it up that PRB,CHG and PRJ are considered reply prefixes. Emails with the subject line beginning with PRB and CHG are treated as replies however emails with the subject line beginning with PRJ are seen as new (and create a new incident). Emails with the prefix RE: PRJ work fine.

Would you have any ideas to why this is happening

By: Sam Ammar

Sam Ammar — Thu, 02 Jun 2016 15:37:25 +0000

On the surface this question i has seems easy but not sure if its a simple command I dont know or something much more complicated.

If forward an email to our Helpdesk – I want the caller to be the original sender. This issues is the caller is always the person forwarding

I want to make or modify an inbound email action. We have a particular email address that sometimes gets emails that should actually go to Service Now as incidents. Folks are forwarding the emails to Service Now but the caller is ALWAYS that email address. Does anyone know a command or script I can add so that when anything is forward from the address support@myorganization… to Service Now- it looks at the email and grabs the original sender and makes them the caller. I tried current.caller_id = email.body.email; , current.caller_id = email.origemail; and many other things I saw posted in the community.. I know other things might come into play like creating the user if they dont exist but it may already be built in to the systems functionality when it gets an email from someone it doesn’t recognize. Any insight would be appreciated.

By: Mark Stanger

Mark Stanger — Sat, 12 Dec 2015 13:05:53 +0000

In reply to Maddy.

Only other thing I can suggest is this…
http://wiki.servicenow.com/?title=Inbound_Email_Actions#Matching_Incoming_Email_to_an_Inbound_Action_Type

By: Maddy

Maddy — Fri, 11 Dec 2015 10:21:17 +0000

Hi, I am having an issue with some inbound emails which have FW: in the prefix and contain From: in the email body still being classified as type New and then being ignored – what else can I check for?

Thanks