Out of Office Auto Replies

[laurenbenner]

We launched ServiceNow for HR case management back in December, and the system was configured to not allow out of office automatic responses to come back into the case. We are now seeing this as an issue, and are told there is no solution. Is there a way for an out of office reply to come into the system and connect to the open ticket (not open a new ticket automatically)? If not, does anyone know of a way to have an out of office status appear in ServiceNow similar to how you can see someone's out of office response before sending an email? It is hindering our SLA while we wait for some escalations to occur and are trying to find a best solution. Thank you!

[Nia McCash]

Hi Lauren,

How do the auto replies work in your organization? What do they look like? Is there some consistency in the format, subject line, etc? Also, am I correct in assuming that the original message from the ServiceNow system is not quoted in the auto reply?

[SanjivMeher]

Hi Lauren,

Out of office replies can be ignored so that it doesnt create tickets.

Cases should be getting generated using inbound email actions where you can write condition to skip creating case for such emails.

[SanjivMeher]

This is where you can specify the condition

Also there is an option to ignore emails with specific subject in the Email Properties.