Office 365 Automatic Replies Not Showing in ServiceNow

[Peter B]

Hello,

We noticed that when never get a customers out-of-office/automatic replies that populate in our tickets activity stream. This has been an issue when we send a communication via a ticket and awaiting for a response from a customer and not knowing that they are OOO because we never get their automatic replies. Please let me know how we can mitigate this issue, thank you.

Peter

[Maik Skoddow]

Hi @Peter B 

OOTB there is a email filter configured which filters out automatic replies:

But be careful: If you remove the filter condition and if you also have an auto-responder configured in your instance, you could end up in an endless "ping-pong" of two systems sending auto replies.

Maik

[Peter B]

Hi Maik,

Thank you for your response! However, when I try to find the correct module as seen on your screenshot labeled "Filters" under System Mailboxes, I only see the options in the screenshot below and I dont see any conditions I can set through throughs. We are running Tokyo version. Any thoughts?