ast week i came across an issue where the system was receiving emails that we thought should have been classified as Forwarded emails and processed by a ‘Forward’ inbound email action. Even though all of the emails coming in had ‘Fw:’ as their subject prefix, some of the emails were being classified by the system as ‘New’ for their receive type instead of ‘Forwarded’ as we expected. After a little more investigation we discovered that the back-end code to identify forwarded inbound email actually requires more than just ‘Fw:’ as the subject prefix. The inbound email was being classified correctly because it didn’t meet all of the criteria for a forwarded email. This article contains a summary of the classification criteria for inbound emails. It should come in handy if you’re wondering how Service-now distinguishes between New, Reply, and Forwarded emails.
- ‘New’ is the default classification for any email coming into Service-now. The system first performs all of the checks to see if an email should be classified as a ‘Reply’ or ‘Forward’ and only classifies the email as ‘New’ if none of the conditions are met.
- Subject Prefix is insignificant (The system doesn’t care if the subject starts with ‘Re:’, ‘Reply:’, or ‘Chicken:’)
- System looks for watermark in subject and body. If a watermark is found that matches a ticket in the system, then email is classified as a ‘Reply’ receive type.
If not found, system checks the ‘In Reply To’ header
- Value of ‘In Reply To’ from ‘Header’ field is tested against the value of ‘Message ID’ field for a message that was sent. If a match is found, then email is classified as a ‘Reply’ receive type.
- If ANY of these conditions are met, then the email is classified as a ‘Reply’ receive type and will be processed by ‘Reply’ type inbound email actions.
- Subject Prefix is critical
- System looks for ‘FW:’ or ‘FWD:’ as the prefix in the subject line (Case sensitivity doesn’t matter)
In addition, the system also looks for ‘From:’ in the body of the email. This must match exactly!
- If BOTH of these conditions are met, then the email is classified as a ‘Forward’ receive type and will be processed by ‘Forward’ type inbound email actions.
- Forward conditions take precedence over reply conditions