Notification if any outbound email bounces back.

[suvro]

Hi Friends,

We were giving demo to our customers of our developments and while showing them the notifications they asked a question, "Is there any way to notify users if outbound mails bounce back?"

Request you to help me out with this. What can be done, to notify users if any of the outbound mail bounces back.

Thanks and Regards,

Chandra

[ark6]

Hi Chandra,

I have done a simillar functionality like this.

I have the below scenerio

When an email is sent to the manager for approval, he needs to reply back with "approve" or "approved" or "reject" or "rejected".

However, if the user is replying to the email apart from this four words like apprve, rjct etc. the request will not be approved, however an email needs to be sent back to the manager saying that your request is not approved due to misspelling.

Or can you explain me your scenerio so that I can help?

[suvro]

Hi Arka,

Scenario is mail is sent from ServiceNow to user, and suppose the users mailbox is full and he did not receive the mail. Can servicenow handle this situation in any way. or any notification can be triggered. Any kind of help will be appreciated.

Thanks and Regards,

Chandra Bose

[ark6]

Not very much sure about the mailbox full.

However, we have handled the auto reply cases like when an user is OOO, the mailbox sends and OOO message if any mails are being sent to the email.

We had just mentioned one condition in the inbound actions email.subject.indexOf("Automatic reply")>0 to handle this

[gerritkuilder]

Hello All,

this is a bit of an old thread but in Support we receive plenty of questions in regards to undelivered/not received emails.

Most instances will put messages about undelivered emails generated by our email servers in the junk folder.

Some of these messages are pretty standard, when they are created by our email servers and the body text could be parsed into a useful message.

There are different approaches that might be more or less useful.

Simple: a daily report of bounced emails

to Complex:

An After Business Rule on sys_email, filter on mailbox=junk and headers containing 'Undelivered Mail Returned to Sender' (and any/other other content that might apply)

You can then generate an event that meets your business needs, either fire of a notification with a link to the bounced email.

The bounced emails might differ in content, I have looked at a few and some are parseable but I have seen many variations

One could do some scripting that creates a custom table with a nice overview of email addresses and reasons it did not reach the recipient. Some of these are pretty standard but it would require some testing and verification.

Simply disabling the user or their email might be risky so I suggest that this should be done in a manual process to do that, keeping in mind that not all email addresses might be users in the instance (think of reports etc)

It is a pity that in my instances I have no big junk emailboxes, this would be a nice little project to work on.

I hope this helps.

Gerrit Kuilder

Technical Lead Integrations, EMEA