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Description

When any user is forwarding the email to ServiceNow production email address on an email which he/she receives on any incident, it is creating the new incident record with the forward email information.

Cause

Any forward emails wanting to be coming into the instance are treated as a NEW, it is a out of the box Behaviour.

Resolution

To overcome the above behavior move the glide.email.forward_subject_prefix(make this empty) over to the glide.email.reply_subject_prefix section, and therefore they'll be treated as replies.

Ensure the forward prefix table has no forward prefix's in glide.email.forward_from_prefix. Keep this blank.

A forward will now always be treated as a reply.

But this will have an effect on all the forward emails. 

Article Information

Last Updated:2020-09-01 02:23:08
Published:2020-09-01