Service Now is not receiving Automatic reply mails from outlook.

[V_PRB]

Hello Experts,

Issue is:  Service-now is sometimes receiving an Automatic reply mails from outlook and sometimes it does not receiving in the system. Like if I set Out Of Office auto reply in my outlook, the notifications which i receive from service-now instance are not auto replied or received in service now instance. Although i am getting automatic reply from my outlook email account to other email accounts but not in service-now.

What else can i do to start receiving automatic reply emails into at least in sys_email table so I can check the logs.

Any suggestions would be highly appreciable.

Thanks

[V_PRB]

Hi Abhi,

Yes, I've cleared the cache as well.

Thanks,

PB

[Snehal Pawar]

Hi Prashant,

For the auto-reply, will probably have to modify your existing inbound script.

Basically, in the script, you'll need to add something like below:

if ( email.from.indexOf("@yourcompany.com") > -1 ) // This captures the sender's email address and check if it was sent from an internal email address

{

        //This will fire an event that will create an email notification for auto-reply

        //You will need to register this event.. and associate this with an email notification

        gs.eventQueue("incident.autoreply", current, gs.getUserID(), gs.getUserName());

}

Thanks,

Snehal.

[V_PRB]

Hi Snehal,

Actually, the issue is servicenow is not receiving Automatic reply mails from outlook.

Thanks,

PB

[Vishal Khandve]

Hi Prashant,

 please check the the property: glide.pop3.ignore_subjects

else go to system properties>email properties and check 

Ignore email when subject starts with text (comma separated, case insensitive)

If your automatic reply subect line starts with any one of the defined properties then it will ignore the emails.

Thanks,

vishal

[V_PRB]

Hi Vishal,

glide.pop3.ignore_subjects sys_propertes is not present and I have already check the ignore email.

The problem is servicenow is sometime receiving reply email but sometimes it does not.

Thanks,

PB