How to setup OOO on UAT Mailbox

[shivikayada]

Hi All,

I have one requirement where- I put incident 'On-Hold>>Awaiting Caller' and if the caller is OOO, I want that OOO-Automatic reply to be registered as 'Reply' in ServiceNow, and it should update the 'Additional Comments', which will in-turn, move the INC to In-Progress from On-Hold.

[Mark Manders]

Why? You will ruin your SLAs. Especially when someone is OOO, you know upfront that they won't be replying with anything useful, so it makes no sense to move the ticket to 'in progress', while in fact you are waiting for a response from the caller. 

To achieve this (which I really think is a requirement that should be challenged to the highest decision maker), you need to remove the 'ooo'-ignore properties, so those emails are received and in your inbound email flow/action, you need to check if it's an ooo and if so, update the comments/state.

[shivikayada]

Hi Mark,

Agree with your point. Can you please help me with the below scenario:

I have one requirement where- I put incident 'On-Hold>>Awaiting Caller' and if the caller is OOO, I want that OOO-Automatic reply to be registered as 'Reply' in ServiceNow, and it should update the 'Additional Comments', which will keep the INC On-Hold and On-Hold reason is 'User OOO', which will also pause the SLA.

[Mark Manders]

As I already mentioned: remove the OOO-ignore properties, because otherwise any OOO email will be ignored. And create an inbound email flow/action to trigger on OOO replies and update the ticket comments/on hold reason.