How to prevent incoming email from being sent to junk emailbox

HugoFirst
Kilo Sage

‎08-23-2022 06:18 AM

Our goal is to have a voice mail sent to our help desk number automatically create a ticket for our help desk staff.

To this end, the voice mail system sends an email to our instance with an attachment containing the message.

The mail is delivered and it has the attachment which can be played.  However, the messages are consistently sent to the Junk email box.  Hence, no ticket is created.

The error string on the message reads " Email set to ignored because of disallowed from address, email_address_filter_reason = Missing final '@domain'"

Example of the From header: From:F LUDDY <+1234567890>

I filed a ticket with ServiceNow and they directed me to this KB article:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0858378

In response to this I wrote a BR to run when the email is received and added a domain to the FROM header.  Something like this:

Before: From:F LUDDY <+1234567890>

After: From:F LUDDY <+1234567890@mycompany.com>

But it had no effect.

I also tested a complete email address like this: From:F LUDDY <luddyf@mycompany.com>
With no joy.

Please give me any advice on how to handle this.

 

 

 

 

 

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Yousaf
Giga Sage

‎08-23-2022 06:23 AM

Hi,

Cause

If an email is ignored it will be sent to the junk folder. The reasons for an email to be ignored can vary.

  1. The email is not in the Trusted Domains in the email properties.
    • Go to Email Properties and check if the domain is added in the trusted domain fields.
  2. The message is ignored by an inbound email action.
  3. SPAM protection: If the email headers have "X-ServiceNow-Spam-Flag:YES", it indicates the email may be spam.
  4. Email Filters: Enabling the email filter plugin brings the filter like;
    • Ignore header: Ignores the message if the mentioned headers are present.
    • Ignore sender: Ignores the message received from the mentioned sender.
    • Ignore subject: Ignores the message when it's received with a specified subject.
    • Move to Junk: Sends the message to the junk on a specified condition.
  5. The email sender passed all the above and the user is locked out or inactive.



Reference : Email moved to Junk folder


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