Filtering out Inbound Out of Office Messages from ITIL users

[jmuomini]

I've been asked to stop inbound out of office e-mails from getting into the comments of tickets when they are from ITIL users. Is there a way to do this? We want them when they are from clients. I don't know that the subject will always be the same, but can we look for words like "out of office" or "out of the office" in the message body? How have other people handled this kind of thing?

Thanks, JiM

[rburgering]

Look for the system email properties ->
Advanced Settings
Ignore inbound email if subject line starts with this text (comma separated list, case insensitive)

And check the string there.

[Mark Stanger]

Take a look at this property under 'System Properties', 'Email'.

'Ignore inbound email if subject line starts with this text (comma separated list, case insensitive)'

This should work if you want to ignore inbound emails from everybody, but since you need to distinguish between different kinds of users the only way to do this would be through an inbound email action...which is purely scripting and probably highly involved. It's not going to be a simple script to write.

http://wiki.service-now.com/index.php?title=Inbound_Email_Actions

[jmuomini]

Thanks for the responses. I've convinced the client services manager to stick with filtering all of the messages at least for now.

[#5]

For the inbound email action, it would be similar to the following. Untested so far.

var idx = email.subject.indexOf('Out of office');
if (idx != -1 && gs.hasRole('itil')) {
  current.setAbortAction(true);
}