Emails from notspam@example.com are now flagged as SPAM

[SimonSimon]

Hello,

We get automated reports from 'notspam@example.com' that are supposed to create a ticket. This has been working fine until recently, now those emails are flagged as spam via X-ServiceNow-Spam-Flag:YES and are ignored. Apparently their SPAM-SCORE increased resulting in the X-ServiceNow-Spam-Flag:YES also my search keeps on bringing up 'Email Filters' [sys_email_filter] module which is not present in our instance.

Any help would be greatly appreciated in explicitly whitelisting email address 'notspam@example.com' so that it is processed like it used to.

[GlideFather]

Hi @SimonSimon,

it might be difficult to say what's the issue without visibility to your instance.. what you can do is to check the email properties, perhaps trying to add that domain to trusted ones:

if it doesn't help, create a case from Support Portal to get assistance

[SimonSimon]

Here is what I see on the emails when they were processing fine

X-ServiceNow-Spam-Flag:NO
X-ServiceNow-Spam-Score:5.908
X-ServiceNow-Spam-Level:*****
X-ServiceNow-Spam-Status:No, score=5.908 tagged_above=-999 required=6.2

Above was the case all this time until this changed to

X-ServiceNow-Spam-Flag:YES
X-ServiceNow-Spam-Score:8.608
X-ServiceNow-Spam-Level:********
X-ServiceNow-Spam-Status:Yes, score=8.608 tagged_above=-999 required=6.2

And obviously I don't want to change the System Property 'glide.pop3.ignore_headers' by removing 'X-ServiceNow-Spam-Flag:YES' as I believe that this will allow all emails marked as SPAM by ServiceNow.

We use 'Ignore sender' on Email Address Filter [sys_email_address_filter] explicitly ignore certain domains and email addresses via Exceptions but the email address (and domain) are not part of it.

With everything constant the only difference is the ServiceNow SPAM score, and it just does what it is supposed to do and I don't know how to tell our instance that this particular address needs to be excluded and processed.

Also, I though that I can manually reprocess those emails but I just tried and they are still ignored with

Ignoring inbound email with subject 'Daily Report for March 8, 2026' or userEmail 'notspam@example.com'. Reason(s): ignored headers

[Tanushree Maiti]

Hi @SimonSimon 

Check this post - if it helps.

https://www.servicenow.com/community/developer-forum/how-to-prevent-incoming-email-from-being-sent-t...

[SimonSimon]

Matches case #3 in the post that you highlighted

3. SPAM protection: If the email headers have "X-ServiceNow-Spam-Flag:YES", it indicates the email may be spam.

Now, do you know how to get those emails that are flagged as SPAM to process OR whitelist that email address?