Email filter ignore header X-ServiceNow-Generated:true

[Mathias Nilsson]

Hi

We are seeing an issue with the email filter Ignore header and more specifically the condition X-ServiceNow-Generated:true. As I understand it this condition is created to stop e-mail loops from happeningen between different Servicenow instances within an organization.
Our issue is that a department that will shortly start using Servicenow get a lot of e-mails from external sources. Some of these sources use ServiceNow and all of these e-mails are going into the Junk mailbox due to this condition. What are the solution for this, to just remove the condition??

Regards
Mathias Nilsson

[Matthew Smith]

Hi Mathias

There is a HI article (https://hi.service-now.com/kb_view.do?sysparm_article=KB0551482) that describes potential solution and considerations for this scenario.

I would definitely recommend looking at the Random Watermark plugin they mention in the article.

Hope it helps.

Matt

[Mathias Nilsson]

Thanks for the article, I just can't rap my head around the fact that I can't get emails from other companies running ServiceNow. That ServiceNow is actually blocking these e-mails. I don't like the idea of tweaking this filter but it looks like we have to. 

/Mathias

[Jabagi]

This topic still comes up in Google as a top hit so I'll post this for posterity. ServiceNow is not blocking the emails, it is ignoring them. The configuration is easily available to change this permanently or make specific exceptions. We also recommend that every instance admin regularly checks the Junk mailbox to see if any 'real' emails are being ignored.

[adrian08]

How do you configure to make the exception here?

@Mathias Nilsson  were you able to resolve this? 🙂