ServiceNow CAD Question Answer
How does ServiceNow match inbound email to an existing record? (Choose 2 answers)
Sys_id
Record link
Watermark
Subject line with record number
Inbound email matching uses Watermarks and Subject lines (with record numbers like INC0010001) to associate emails with existing records.
From Email Handling Docs:
“ServiceNow uses Watermark IDs and subject lines containing record numbers to find the corresponding task or record when processing inbound email.”
TESTED 08 Feb 2026
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