Inbound email - how do i ignore an email so it doesnt create an incident

[paulbrinkman]

good afternoon all

I am looking to ignore certain emails that are currently creating incidents within ServiceNow.

I have the default OOTB script running on my DEV system, I have tried various things to ignore certain emails, nothing seems to be working.

What am i doing wrong ?

Kind regards
Paul

[bjhughey164]

Paul,

What criteria are you trying to exclude? That may help us find a viable solution for you! Also, what version of the platform are you running?

[paulbrinkman]

hi Ben,

I want to ignore incidents being created for either phrases or certain words within the short description or incident 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

[paulbrinkman]

Hi,

Thanks for the update, so does you have to use scripts to ignore everything or is there a way using the gui

"When to Run" options within create incident ?

Thanks

Paul

Paul Brinkman | Teamleader Managed Services | MTI

Tel: +44 (0) 1483 520200 | Mob: +44 (0) 7920 780425 | PBrinkman@mti.com<mailto:%20PBrinkman@mti.com>

[Chuck Tomasi]

Hi Paul,

You will need to define in your own terms what constitutes a valid email that should create an incident and what is invalid. Is there something in the subject? the body? the sender?

Once you have that, you can modify the OOB inbound action to react to those criteria.

http://wiki.servicenow.com/?title=Inbound_Email_Actions