Reaction to an email on outlook application creates an email log

[Sai_Dilip]

Whenever an email is sent from servicenow to the requestor ex: Case creation email, they can react on it using the emoji button. And that reaction gets logged into "Emails" table as a log belonging to the record that servicenow created in the first place.

Is there any way to disable outlook reactions on emails sent from servicenow?

Can we restrict that reaction email to be tagged on to a case, cause it's not an actual reply?

[Kieran Anson]

If you only need to cater this for your own email environment (and not external emails). You can have your email administrator add "x-ms-reactions: disallow" as a header to the emails.

You can also do this in ServiceNow with a business rule on the email table.

The solution will depend on whether you're sending emails via ServiceNow mail infra, or using IMAP to Office 365. Additionally, additional consideration is needed if your emails are being sent externally.

Lastly, you can look at email filters, and filter based on "reacted to your message:" but that could be too broad.

[Vishal Jaswal]

Hello @Sai_Dilip Not yet such solution provided by ServiceNow as it is a Microsoft feature. 

If e-mail received in your instance, ends up creating an additional comment which then sends out an e-mail that is where you can work to disable it based upon below string using indexOf('reacted to your message')

Screenshot of Incident's Additional Comment when I reacted to the e-mail sent from your ServiceNow to my mailbox:

[AJugovic]

You could possibly create a new email filter and the filter could be 'Body contains /reaction/' AND 'Body contains reacted to your message'. Set a 'Filter Action' of 'Mark as Ignored'.  You could even specify a target table in the condition or multiple that you want this to apply to. Leave it off to apply across the board.