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

[paulbrinkman]

hi Chuck,

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

[anurag92]

Ok, so you might have to add condition in Inbound actions to check for keywords in subject line. For instance, for your subject line:

!(email.subject.indexOf("CLEAR") >= 0)

Or in the code, before the insert() action,   you can check for keyword from subject or body.

[Alikutty A]

If the content is in the email body then you should use "email.body". You can update the Condition field or direct it to a script include for better control.

Condition: (!email.body.short_description.toString().indexOf("CLEAR (DC1): Link was in high load, but has now returned to normal operation") >= 0)

Or

Using a script include to call a function

function validateEmail(){

if(email.body.short_description.toString().indexOf("CLEAR (DC1): Link was in high load, but has now returned to normal operation") >= 0)

return true;

}else{

return false;

}

[paulbrinkman]

hi Alikutty,

Thanks for the feedback, so to be clear, if i use the "when to run" gui option, if i wanted to ignore something within the email body i should put in something like this

[Alikutty A]

Yes, You can add condition like Body does not contain 'text to search' to ignore the inbound action for that particular email.

Thanks

PS: Hit like, Helpful or Correct depending on the impact of the response