I recently came across an error in the inbound email action documentation from ServiceNow, and I thought I would share my finding in case it is tripping someone else up.
The relevant documentation is here:
As you’ll see, there are three types of inbound actions defined, Forward, Reply, and New.
On the Forward action, it indicates that:
“The system classifies an email as a forward only when it meets all these criteria:
- The subject line contains a recognized forward prefix such as FW:.
- The email body contains a recognized forward string such as From:.”
After some testing, I can confirm that the FW: needs to be at the start of the subject line. If you got something before the FW: for some reason, it will skip past the Forward rule and get picked up by one of the other two rules.
A relatively minor point admittedly, but one that caused one of my tests on a recent project not to function the way that I’d been expecting it to.