Setting up autoreply for emails sent to Service-Now mailbox

[John_Lee]

Hi All

Is there a way to setup an autoreply text for emails sent to my organizations Service-Now mailbox, only to respond to emails sent from an internal email address?

Is there a way where an inbound email doesn't create a record but still produce an autoreply?

Many Thanks.

[shalini44]

I added the conditions and looks like it works.

Thank you!

Shalini

[kkhari1107]

The requirement for me is to stop creating inbound emails from normal users whereas the existing integration coming from email should work ie emails from monitoring tools should work. I have used this code and incident creation has been stopped for normal users and working fine for monitoring. The issue I have is with the auto reply to those users saying ticket wont be created when sent to this email. I am not even getting the error message shown by Shalini for the autoreply. No autoreply email was sent.

I have used target as sys_email.

Can anyone please help me out on this. Shalini, could you please share the script that you have used for this as both the requirements are the same.

[alan_lowrance]

To confirm, you are wanting tools and users that might not have synced from LDAP or something to NOT be able to create tickets by using that email address?

So do you have a different email being forwarded into ServiceNow that they can use?   If so, you'll need that in the condition as well as the other.

My Bounceback email inbound action is kind of similar to yours.   I don't want anyone emailing [instance]@service-now.com directly, I want them emailing one of our company email addresses that are then forwarding into our instance.   So I have all the possible types of tickets and emails low on the order:   helpdesk@company.com will create an Incident, corporateservices@company.com will create a Facilities ticket, etc.   I accomplish this by making the condition for the Incident table one have a condition of: email.recipients.toLowerCase().indexOf('helpdesk@company.com') > -1

Each of these types stop processing once something is created, so if it goes through all the different "new" types or updating a ticket with a reply and still hasn't found a match, there's a "catch-all" Bounceback email (target: sys_email) that gets sent to tell them not to send emails directly into instance@service-now.com

Does that make sense?

[kkhari1107]

Hi Alan,

Users when sending email to SN should get the incident created - This works now.

Monitoring tools like opsview, netcool (all configured with the same company domain) should get the incident created - This works.

We are not trying to send it to any other email id and use it as a medium and then send it to SN. Requirement here is, when an user sends to SN, SN should send out an auto reply email back to the user saying Incident not created when email is sent to this address. I have created the inbound email action with the way how you have mentioned and this blocks the incident getting created where as the auto email is not sent.

[alan_lowrance]

So you have the sys_email inbound action as a lower "Order" than the Incident one, that's good... it will process it first and if it meets your criteria in the condition, it will send an auto-reply and stop going down the rest of the inbound email action list and won't continue on and also create an Incident.   So if that's the case, and it is running that auto-reply one and not the Incident one (but the auto-reply one isn't actually sending out), you might need to check the instance's email settings and make sure that email sending is turned on and that nobody else is intercepting all emails.

And if that's all good, then check the email log to see if it's even creating a "send-ready" email entry when it goes.   The action is basically just creating an entry in the email log saying that this email needs to go out, and then it should be sent.