CIS-ITSM · Question #65
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
The correct answer is B. Incident record is updated, per the action's script. In ServiceNow, an email watermark is a unique identifier embedded in outbound email notifications that links a reply email back to the originating record (in this case, an Incident). When an inbound email is received containing an Incident watermark, the default Inbound Action…
Question
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
Options
- AIncident SLA clock is un-paused
- BIncident record is updated, per the action's script
- CAuto-reply sent to sender, recommending they use Portal chat
- DIncident record is re-set to state = attention required
How the community answered
(23 responses)- A9% (2)
- B87% (20)
- D4% (1)
Explanation
In ServiceNow, an email watermark is a unique identifier embedded in outbound email notifications that links a reply email back to the originating record (in this case, an Incident). When an inbound email is received containing an Incident watermark, the default Inbound Action processes it and updates the corresponding Incident record according to the script defined in that action (for example, appending the email body as a comment or work note). The SLA clock is not automatically affected, no auto-reply is sent by default, and the state is not reset. The correct answer is B.
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