Inbound email action - prevent specific email from creating an Incident

[wfrancis]

Hi All,

We have an issue where Acknowledgement emails between two Service Now instances are stuck in a loop creating duplicate INC records. I would like to prevent a few specific email addresses from creating a new INC. Assuming you would do this by adding script to the existing IEA? or if any of you have a better long term solution as apposed to a workaround that would be be great!

Thanks

Wayne

[paulbrinkman]

hi all,

But what about if you want to ignore particular phrases/words/event codes from the short descriptions or message body ?

For example, something like below.

"CLEAR (DC1): Link was in high load, but has now returned to normal operation"

I dont need incidents raised for things like above.   But looking through the inbound email actions documentation, it doesn't seem very straight forward how to ignore these ?

many thank
Paul

[Jamsta1912]

Hello Paul,

Sorry - very delayed reaction replying to this! The solution I give above describes how you can be selected about which emails to ignore, based on the content of the subject or message body.

Jamie.

[Dubz]

HI Jamie,

This looks like a good solution. I will definitely use this process to block email addresses. Are there any performance concerns when checking the subject and body as well? We get quite a high volume of incoming email traffic so i don't want to implement anything that's going to slow the system down too much.

Cheers

Dave

[Jamsta1912]

Hi David,

We haven't experienced any performance issues with this solution ourselves. We receive around 500 emails per day and have around 100 'ignores' on the list. It's not a particularly 'heavy' script include, as it only does one GlideRecord query. I suspect performance would still not be impacted greatly for 10000 emails per day and 1000 'ignores'. But of course there may be other factors to consider that are specific to your instance!

Regards

Jamie.