Forwarded Emails from Activity Stream Not Creating Cases for Target Shared Mailbox Issue ProblemWhen an agent forwards an email from the Activity Stream in the CSM/FSM Configurable Workspace to another shared mailbox, the forwarded email does not create a new case for the target shared mailbox as expected. This occurs even though the original email created a case for the initial shared mailbox. The system does not process forwarded emails through the inbound email actions, leading to manual case recreation and operational inefficiencies. Release All Cause Root Cause1. Forwarded emails from the Activity Stream are classified as outbound (type = sent), which do not trigger inbound email actions designed for received emails.2. The original case watermark is retained in forwarded emails, causing ServiceNow to classify them as replies to the original case instead of new emails for the target mailbox.3. Forward classification requires specific conditions (e.g., 'FW:' in the subject and 'From:' in the body), which may not be met during workspace forwarding. Resolution Steps to Resolve1. Recognize that forwarded emails from the Activity Stream are recorded as outbound (type = sent) and do not trigger inbound email actions, which only process received emails. 2. Address the issue by implementing one of the following solutions:3. **Option A - Custom Inbound Email Action with Watermark Suppression**:a. Configure the target shared mailbox to relay received emails back to the ServiceNow instance via external mail server rules.b. Create a custom Inbound Email Action for the target mailbox, checking that the recipient matches the mailbox address.c. In the action script, create a new case for the target mailbox and strip the original case watermark to prevent linking to the original case.4. **Option B - Business Rule Triggering on Outbound Forward**:a. Create a Business Rule on the sys_email table that triggers on insert for outbound emails (type = sent) sent to the target mailbox.b. Programmatically create a new case for the target mailbox and send notifications without requiring the email to round-trip through the external server.5. Note that ServiceNow Support does not assist with customizations; contact a Solution Consultant for implementation support.