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

[KamranAftab]

I observed that OOO autoreply mails are available in SENT box of gmail for non service-now recipients but for service-now email notification niether it is autoreplied nor shown in SENT box of gmail. It means that company exchange server or gmail is not treating incomming email notifications from service-now instance to be autoreplied.

[NeilH2]

Sounds like thats the culprit.

A lot of email systems are setup to not send auto replies to external mailers, as this confirms to spammers that the account exists.

I'd talk with your email team and get them to relax the rule for ServiceNow

[KamranAftab]

How to relax the rule for Service-now? Is there any procedure to follow? Can you please share
Thanks

[thomashoward]

Hi,

One place to check what your instance of ServiceNow is configured to ignore, is in System Properties > Email > Advanced Settings > "Ignore inbound email if subject line starts with any of the following".   Look there for any string(s) that might be in the subject line of the emails you're not receiving.

[kush2]

Kamran Aftab

What is the solution ? I have same issue