When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

Question

Options

• ANew case is created from the message
• BNew incident created from the message
• CNew interaction is created from the message
• DEmail is rejected and auto-reply sent to sender

• A
  6% (3)
• B
  88% (43)
• C
  4% (2)
• D
  2% (1)

Explanation

When ServiceNow receives an inbound email that contains no watermark (a hidden tracking token embedded in outbound notification emails) and no reference number in the subject line (e.g., INC0001234), the platform has no existing record to correlate the email to. In this scenario, the default Inbound Email Action behavior is to create a new Incident record. The sender's email address is matched to a user to populate the Caller field, while the email subject and body populate the Short Description and Description. Emails are not automatically rejected; they are actioned as new incidents.

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