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

[Jabagi]

See "My organization/customer is sending emails to my instance and they are marked as spam - what can I do?" section in https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0549426

[adrian08]

Thanks a lot!!

[shital7]

Hi Mathias,

We also noticed this issue and we need to bypass few of our account from getting mails ignored, so We have added AND conditioning in same email filter for almost 25(domain) to bypass that, We are concerned about if its gonna impact on performance or is there any other way to implement this? Any help on this matter would be much appreciated. Thanks

[Jabagi]

From what I understand, it is a simple text based condition with 25 checks. Why do you think there will be a performance impact? Did you do some testing and noticed performance issues?

[shital7]

Hi @Jabagi ,

Thank you for your response.
We haven’t observed any performance impact in our sub-production instance so far. However, since the production environment handles a significantly higher volume of incoming and outgoing emails, we want to ensure that the solution is implemented following best practices.