Receive Out of Office response in ServiceNow instance

saumyan · ‎12-17-2013

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 · ‎03-10-2014

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

View solution in original post

Aaron40 · ‎12-20-2013

Hi Saumya,

Is your instance not receiving the emails or is it not processing the incident? Have you checked the email logs to see if the emails are being received but ignored?

chennaiman · ‎03-10-2014

Hi Saumya,

Did you received OOO email in SNOW instance?

Please share it

Thanks & Regards,

Ram Prakash

NeilH2 · ‎03-10-2014

Do you have the email filters plugin turned on?

This can be set to remove OOO emails

Is your exchange system setup to send OOO to external addresses?

Companies usually do this to avoid confirming addresses exist to spammers.

randrews · ‎03-10-2014

i believe the property you are looking for is "glide.pop3.ignore_subjects"

you can find it in system properties under email look for "Ignore inbound email if subject line starts with any of the following (comma separated list, case insensitive):"

and remove "out of office autoreply"