How to restrict a creation of incident for Out Of Office replies

[Jakkamsetti Pra]

Hi Team,

Please suggest me how to restrict the creation of incidents for Out Of Office replies.

Thank you.

[Community Alums · Accepted solution]

Hi,

Just add condition --> Subject: Starts with 'Declined (Away)'.

regards,

Prasad

[Community Alums]

Hi @Jakkamsetti Pra ,

Several methods can be implemented in ServiceNow to prevent incidents from being generated for Out-of-Office (OOO) replies:

1. Modify Inbound Email Action:
• Go to System Policies > Inbound Actions.
• Edit the incident creation action to exclude OOO reply keywords like "Out of Office."
• Skip incident creation for matching emails.

2. Use Email Properties:
• Access Email > Email Properties.
• Set "Ignore email when the subject starts with the text" to filter OOO replies with keywords like "Out of Office."
3. Consider Third-Party Solutions:
• Explore specialized tools for OOO reply management integrated with ServiceNow.

Tips:

• Review changes to avoid unintended impacts.
• Thoroughly test the solution.
• Stay updated and adapt to changes in OOO reply formats or system configurations.

Please mark it as helpful and accept it as a solution.

-Prasad

[Jakkamsetti Pra]

Hi Prasad,

Thanks for your reply.

In the Email properties I could see it is mentioned "Declined" but when we received email with the subject line "Declined" the incident is created. Attached the snip for your reference. Could you please check and assist on this. Thank you.

[Community Alums]

Hello,

Please create an Inbound Action with the following specifications:

Order: 0 (zero)
Active: True
Stop Processing: True
Subject: Starts with 'Declined'
Please refrain from making any changes under the Action and Description tabs.

Refer to the screenshot provided below for guidance:

If this helps you, don't forget to like and accept it as a solution.

-Prasad

[Dr Atul G- LNG]

Hi @Community Alums 

Thanks, for making it clear but in this case it will work only when subject contains Decline word right.

@Jakkamsetti Pra 

I am not understanding the use case here, when email go out from SN and SN received a email i.e. as OOO - the subject line come like : Automatic reply as prefix.

So shall we use Automatic reply as word in properties or we can directly update the inbound action with