Automatic Reply Mails not recieved in the system

[KamranAftab]

Hi,

Issue is that Automatic reply mails from outlook are not recieved in the system. Like if i set Out Of Office auto reply in my outlook, the notifications which i recieve from service-now instance are not auto replied or recieved in service now instance. Although i am getting automatic reply from my outlook mail account to other mail accounts but not in service-now.

I made following email properties blank, then also its not working-
glide.pop3.ignore_subjects
glide.pop3.reply_separators
glide.pop3.ignore_senders
glide.pop3.ignore_headers

What else can i do to start recieving automatic reply emails into service-now system?

One interesting thing is that when i manually reply to any service-now notification by deleting Re: and adding "out of office autoreply" at the begining of the subject then it is recieved by the system.

Only Automatic Reply from outlook is not recieved by service-now instance 😞

Any suggestions would be highly appreciable.

Thanks

[NeilH2]

1. Have you checked the logs to see if they have been ignored completely or failed on a particular rule?
If there is nothing in the logs check your exchange to see if they are going out.
Some systems are setup not to reply to external sources (confirms the address exists to spammers).

2. Check the instance in case you have the email filters plugin turned on.

[KamranAftab]

1- Auto replied emails are not shown in email logs or Junk, they are not at all recieved by the system.
Other emails are recieved by the system from exchange only auto replied emails are not recieved.
Also auto replied sent mails are not shown in exchange, these emails are recieved in my gmail account but not in servicenow.

2- Are you talking about Notification Filters.
Instance have 2 notificaton filters - Critical issues and Unsubscribe

[KamranAftab]

Automatic reply mails are not sent to service-now instance. I tried with my gmail id and found that the email notification it is recieving from service-now instance is not auto replied by gmail to service-now. But in case of other mail servers, gmail is auto replying to mails it is recieving from non-service-now servers which is shown in sentbox. Only email notification recieved from service-now instance is not auto replied.
Any suggession to resolve this issue?
Thanks

[david_legrand]

I don't know what is the standard behavior about it, I tested it on a Calgary instance and I see the same "issue", when the instance should parse all the emails (including the out of office), we still don't see them into the email logs.

I tested and reproduced with gmail, so the first question I can't answer right now is "Do we have the issue on ServiceNow or on the recipient server?"

I'll retry few tests but if someone has the answer, feel free 🙂

Regards,