Receive Out of Office response in ServiceNow instance

[saumyan]

Hi,

We have a customer requirement where the customer needs Out of office autoreplies to be attached to the ticket which generates the notification.

The issues is, the Out of office emails are not received in the ServiceNow instance. We tried modifying/emptying the below properties but it still does not bring the out of office emails into the instance. Please suggest.

glide.pop3.reply_separators
glide.pop3.ignore_subjects
glide.pop3.ignore_headers
glide.pop3.ignore_senders


Thanks and Regards,
Saumya

[saumyan · Accepted solution]

Hi All,

Thanks for the respones. The issues was, OOO emails were not received in the Inbound Emails

We were able to solve the issue by adding the property "glide.smtp.precedence_bulk" to system properties. The property by default is true, which seemed to add "Precedence:bulk" to the header and hence the Exchange server did not recognize Out of office message.

More information is available on https://wiki.servicenow.com/index.php?title=Email_Properties

Thanks,

Saumya

[chennaiman]

Hello Saumya,

After the above mentioned configuration ,SNOW is receiving the OOO Emails.

But unfortunately,rather than updating the ticket ,its creating newer incident ticket.

Hope we need to do some scripting related to the same.

Thanks & Regards,

Ram Prakash

[chennaiman]

Hello,

Currently,I stopped creating newer incident when we receive OOO emails in SNOW.

But when we go to email logs and check that received email,in the TARGET field,there is no table name unfortunately.

Hence SNOW doesnt know for which table it needs to update it.

Can you please confirm whether you came across same sort of issue?

[Heiko Bllr]

This is what I needed to know, thanks saumyan 🙂

Heiko

[johnram]

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