I want to stop automatic create incidents from received mails.

[chanken]

Hi Everyone,

The following events occurred in our environment.

1. I sent a mail from ServiceNow to the user.

2. One user had set up automatic reply to the mail client.

3. ServiceNow received an automatically reply mail and an incident was created.

4. An email was sent to notify the incident .

In the following, incidents continued to be created with repetition of 3and4.

Is it correct by the following measures to avoid this?

In "System Policy> Inbound Actions",

Select "Create Incident" from the list and Active set to false.

regards

[bernyalvarado]

That's right Kenji. You just need to deactivate the inbound actions based on the incident table and that create.

Thanks,

Berny

[bernyalvarado · Accepted solution]

I believe that Out of the Box there's 2 inbound actions that create incidents.

Try the following link in your instance and deactivate those:

yourinstanceurl/sysevent_in_email_action_list.do?sysparm_query=tableSTARTSWITHincident%5EnameLIKECre...

Thanks,

Berny

[HarshTimes]

Hi Kenji

Goto mail properties and setup the property "Ignore email when subject start with text.." an put value there "out of office autoreply" .See the screenshot for more details

[Community Alums]

Hi Kenji,

Check if in System Properties-> Email Properties. "Ignore email when subject starts with text (comma separated, case insensitive)" is set as "out of office autoreply, undeliverable:, delivery failure:,returned mail:,autoreply". If not, please update it and then incidents will not be created on automatic replies. You don't need to switch off creation of incidents on emails.