Hi,
This can be done in two ways here:
1) Update your code as below:
(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
// Implement email action here
if(email.from.indexOf('Your email ID to check')<-1){ // Replace your Email Address to exclue here
gs.include('validators');
if (current.getTableName() == "incident" && current.state != "7" && current.state != "8") {
var gr = current;
gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
gr.update();
} else if (current.getTableName() == "incident" && (email.recipients.toLowerCase().indexOf('test@mail.com') > -1) && (current.state == "7" || current.state == "8")) {
var gr1 = current;
var gr2 = new GlideRecord("incident");
gr2.initialize();
gr2.setValue("caller_id", gr1.getValue("caller_id"));
gr2.setValue("location", gr1.getValue("location"));
gr2.setValue("business_service", gr1.getValue("business_service"));
gr2.setValue("category", gr1.getValue("category"));
gr2.setValue("subcategory", gr1.getValue("subcategory"));
gr2.setValue("short_description", gr1.getValue("short_description"));
gr2.setValue("description", gr1.getValue("description"));
gr2.setValue("parent", gr1.getValue("sys_id"));
gr2.setValue("contact_type", "email");
gr2.work_notes = "This incident is created after email reply to closed incident number " + gr1.number + ":" + "\n\n" + current.work_notes.getJournalEntry(-1);
gr2.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
gr2.insert();
}
}
})(current, event, email, logger, classifier);2) If this does not work, then Navigate to the module Email Filter as shown below:
a) Click on the module "Email Address Filters" as shown below:
b) Now click on New and define the Email Address and make sure to select Type as Deny as shown below:
https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/notification/concept/c_EmailFilters.html
3rd Approach:
Create a system property where you store email addresses which you don't want to create an incident, then check that property from the condition on the inbound action.
Utilize this Property and check in condition of Inbound action like below:
if(gs.getProperty('Property Name').indexOf(email.from)<-1)
Hope this helps. Please mark the answer as correct/helpful based on impact.
Regards,
Shloke
