Inbound email is received - ignored and did not trigger the inbound action

Chandler2
Tera Guru

‎05-05-2023 11:51 AM

I see there are emails in the email log where the User field doesn't have an email address but a phone number. When it is a phone number the email is set to received - ignored, doesn't create any incident. BUT, the same email, If I reprocess it, it triggers the inbound action and creates an incident as well.

Error string is: Email set to ignored because of disallowed from address, email_address_filter_reason = Missing final '@domain'

 

Questions:

1. How the User field doesn't have an email address but a phone number?

2. Even if it is a phone number, the inbound should trigger as it doesn't have any filter condition.

3. I checked the email address filter and all but didn't find anything which is filtering the number or making it ignore if      a number. So from where the above error? (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0786212)

4. It created incident when I reprocess it  manually, then why it gets ignored first time?

5. The email property in PROD has ServiceNow.com in the trusted domain in the inbound email configuration, shoud I change it to * ? And it is still accepting emails from people so not sure.

 

Please take some time to review and help me with your knowledge.

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Punit S
Giga Guru

‎05-05-2023 03:49 PM

  1. It's possible for the User field to contain a phone number if it was manually entered or imported from an external source that doesn't provide email addresses. In ServiceNow, the User field can be a reference to a User or a Group record, so it's not limited to just email addresses.

  2. The inbound email action should trigger regardless of whether the User field contains an email address or a phone number. However, if there are email address filters configured, the email may be ignored based on those filters.

  3. The "Missing final '@domain'" error typically occurs when the email address in the From field of the incoming email is not in a valid format. It's possible that the phone number in the User field is being interpreted as an email address by the email client or server, resulting in the invalid format error.

  4. It's possible that the email was ignored the first time due to a temporary issue with the email server or the ServiceNow instance. Reprocessing the email may have resolved the issue and allowed the inbound email action to trigger successfully.

  5. The trusted domain setting in the inbound email configuration determines which email domains are allowed to send emails to the ServiceNow instance. If the trusted domain is set to ServiceNow.com, only emails from that domain will be accepted. If you change it to "*", any email domain will be accepted. However, changing this setting may increase the risk of receiving spam or malicious emails. It's important to carefully consider the security implications before making any changes to the inbound email configuration.

 

I hope this helps! Let me know if you have any further questions or need more information.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

 

 

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