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

The correct answer is C. New incident created from the message. In ServiceNow's Inbound Email Actions framework, a watermark or reference number in an email links it to an existing record (e.g., an existing incident or case). When an inbound email has neither, the system cannot match it to an existing record and therefore creates a new…

Incident Management

Question

Options

ANew interaction is created from the message
BEmail is rejected and auto-reply sent to sender
CNew incident created from the message
DNew case is created from the message

How the community answered

(35 responses)

A
3% (1)
B
9% (3)
C
89% (31)

Explanation

In ServiceNow's Inbound Email Actions framework, a watermark or reference number in an email links it to an existing record (e.g., an existing incident or case). When an inbound email has neither, the system cannot match it to an existing record and therefore creates a new Incident by default. This is the out-of-box default behavior. It does not create a generic interaction (A), reject the email (B), or create a case (D) unless the inbound email action rules are specifically customized to do so.

Topics

#Inbound Email Actions#Incident creation#Email processing#Watermark

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