Prevent ServiceNow sends emails to non-existence email users

georgechen · ‎12-09-2015

Hi folks

I have been trying to find a way to prevent ServiceNow sending emails (notifications) to non-existence email users. One solution in my head is to set the

sys_user.notification to 1 (none) so the users have a notification device deactivated. Update associated email business rules and script includes together to achieve this.

I am however wondering if any OOTB design that can help in this issue so there is no need to amend any rules or scripts.

The deactivation of sys_user.notification seems to be feasible, but I wonder if any comments that could utilise fully the OOTB features in the Fuji release.

Reference: Subscribable, mandatory and force delivery options on Notifications

Regards,

Dub Myers · ‎12-29-2015

Email Filters are applicable only to inbound email.

What is a "nonexistent email user" in your system? And what logic is used to determine this? Is it -

1. a valid user with an invalid email address?

2. a user who is inactive now (perhaps left the company?)

3. an automation user account, not a human, that is active in the system, but should not receive emails?

4. something else?

Options

Notification Filters

Using notification filters like "unsubscribe" on a user's subscription/preferences will prevent a notification from going out to the device associated with that notification. If another device gets created for that user and associated with the notification, you would also have to 'unsubscribe' on that one as well.

User Record - Disable Notifications

Your original suggestion to disable notifications at the user record is as OOTB as it gets. Since ServiceNow has no functionality that knows how to pick which users you define as "nonexistent", you would need to implement the code to set this flag.

User Record - Deactivate User record

Depending on what 'nonexistent email user' means, you can also consider simply deactivating the user entirely. This impacts broader functionality than just notifications, and is most closely associated with #2 meaning above.

View solution in original post

kumarg · ‎12-09-2015

Hi,

Use email filters to restrict non existing user emails through writing action script in this

Navigate to System Mailboxes > Administration > Filters.
Click New.
Complete the fields (see the table).
Right-click in the header bar and select Save from the context menu.
The Filter Actions related list appears.
Click New in the related list.
Select how the system should react when the conditions of this filter evaluate to true.

georgechen · ‎12-09-2015

Thanks Kumar by raising this solution. I tried to find this Filters under System Mailboxes > Administration but could not find Filters (also with security admin elevated)

We are running Fuji glide-fuji-12-23-2014__patch7-hotfix5-09-01-2015, is this option compatible with this version.

Kind regards,

georgechen · ‎12-09-2015

Hi Kumar

I would just like to check with you in Fuji there is 'Notification Filters' under System Policy (see screenshot below). Is this the same functionality as the System Mailboxes > Administration > Filters?

Thanks,

galavodasal · ‎12-17-2015

You might have to enable the Email Filters plugin, if that's what Kumar was referring to.