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.

[kkhari1107]

Hi Alan,

Mail Sending Enabled - Yes

Inbound email action - Target Table - sys_email - with low order (10)

Create Incident - Inbound email action - Order 100.

Have stop processing in both the inbound email action.

Incident creation is blocked and thats working as intended. Auto Reply still failing. I dont see any log showing sent.ready or sent for the auto reply email.

[kkhari1107]

Hi Alan,

Made some changes to the script and I could see in the emails logs where the auto reply email is sent but the issue is it doesnt have any email headers. Because of this although the email logs shows as sent, the email is actually not sent.

[alan_lowrance]

I don't put anything in the header and it still works.   Try going to the sys_email table and clicking "New" and typing all that same stuff from the script in there.   Just put body, recipient, and change state to send ready and save.   See what happens.   The header stuff should fill out automatically if your instance has SMTP configured or whatever.

[kkhari1107]

Manual input works perfectly but if you notice the attached screenshot, the one which were auto triggered shows as received where as the manual shows as sent.

email headers were created automatically in the manual input when submitted with send ready. This is an UAT instance and yes emails are all configured well.

[alan_lowrance]

Make sure you don't have any onInsert business rules on that sys_email table that might be forcing unwanted values at the beginning.   Also make sure the sys_email.state default value is ready and that your script it setting the type to 'send-ready'

Those are the only other things I can thin of