A major update has been implemented that addresses the behaviour of emails when they arrive in ServiceNow. This addresses some of the undesired behaviour (e.g. FWD: emails) and is intended to improve some behaviour to reduce the overheads on teams by targeting things such as ticket duplications.
Below is a summary of these changes, including the previous behaviour for comparison:
| New Behaviour | Previous Behaviour |
| All emails to ServiceNow with no reference to existing ticket to create New Call | All emails create a Call except FW:/FWD: (New Incident) |
| All emails referencing existing Active tickets are attached to the ticket as updates | Emails prefixed RE: update existing ticket. Emails prefixed FW:/FWD: (New Incident) or no prefix (New Call) do not. |
| Emails to on hold tickets should update the ticket and not take it off hold (unless email is from Caller and not Out Of Offices (OOOs)) | All emails to on hold tickets take the ticket off hold |
| Emails to Resolved tickets should update ticket (apart from “Re-Open” request) | As desired (apart from FW:/FWD: emails) |
| Emails to Closed tickets should create new call for triage (apart from “Re-Open” request) | As desired (apart from FW:/FWD: emails) |
| OOOs should be ignored unless they are received from the Caller (Update ticket) | OOOs are mostly treated as new emails/replies (i.e. create new Call/Incident and update existing tickets) |