How to block certain emails from automatically generating a response

[Nishant26]

Hi All,

I have a below requirement:

• Need to be able to block certain email addresses and/or Domains to not create a case or reply to customer.

• Need to be able to block certain keywords (in subject or email body) to not create a case or reply to customer.

Please let me know how to configure it.

Thanks!

[Community Alums]

Hi @Nishant26 ,

You can use email filters to ignore the emails

Email filters

you can also block it based on the domain

Block emails from domains

You can also use the condition field in the Inbound email action

Ignore if the email came from gmail.com

email.from.indexOf("@gmail") == -1

[Yerapothini Rak]

Hi @Nishant26 

Please follow the steps mentioned in the below KB.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869547

Feel free to reply here, if you have any queries.

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Thanks

[Nishant26]

Hi Yerapothini,

Will it work for blocking certain keywords (in subject or email body) and how?

Regards,

Nishant Tomar

[Yerapothini Rak · Accepted solution]

Hi @Nishant26 

Yes, you can go to System Mailboxes > Filters and create a new filter, and add conditions based on your requirement. Below is the reference document:

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/concept/c_...

Attached are screenshots for reference. Please check.

 

Feel free to reply here, if you have any queries.

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks