Stop Auto-Response for Email

[Renata9]

We have an email from a particular sender sent to our helpdesk.
ServiceNow is currently configured to send an auto-response to all emails.
We need to stop the autoresponse for a specific email address.
This is critical in our business function

[Allen Andreas]

Hi,

For the auto-response, that would have to be a custom setup? Like an initial inbound action that triggers a reply email, etc.

You'd want to review the current auto-reply process and then add a condition to excuse that specific domain/email address from applying to that process.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Renata9]

Where can I go to check the auto-reply process?

[Allen Andreas]

Hi,

As mentioned above, you can review your inbound actions that are "reply email" type.

Please refer to documentation for further information and feel free to search as well now knowing of this type of feature: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0777623

There can be other ways to do this as well, but the above will guide you to a good starting point.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Jaspal Singh]

As Allen suggested auto-response will be from Inbound action. You can find it from System Policy >> Email >> Inbound Action & the search by name or so.

Once you locate you can open the corresponding record & then add condition for the inbound to work & not work accordingly.

Something as highlighted in yellow