What occurs if an Inbound Email Action receives an email without a watermark or reference number?

When an Inbound Email Action receives an email that lacks a watermark or reference number, the system is programmed to handle such cases in a specific way. If there’s no identifiable watermark or reference number, it cannot associate the email with an existing incident or record in the system. As a result, to ensure that the content of the email is not lost and can still be processed, a new incident is created from the message.

Creating a new incident allows for the information contained in the email to be logged and addressed appropriately. This is crucial in IT Service Management, as it ensures that users can still report issues even if they do not have their reference information readily available. The ability to generate a new incident helps maintain service continuity and user engagement, ensuring that no legitimate service requests or issues are overlooked.

In summary, when an email is received without the necessary identifiers for existing records, the system proactively creates a new incident to capture the user's request or issue, allowing for a continued flow of service management processes.