question Inbound email - how do i ignore an email so it doesnt create an incident in ITSM forum

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

paulbrinkman — Tue, 14 Feb 2017 14:43:17 GMT

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

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

bjhughey164 — Tue, 14 Feb 2017 14:45:11 GMT

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?

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

Chuck Tomasi — Tue, 14 Feb 2017 14:49:22 GMT

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

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

paulbrinkman — Mon, 20 Feb 2017 11:28:03 GMT

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

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

paulbrinkman — Mon, 20 Feb 2017 11:28:19 GMT

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

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

anurag92 — Mon, 20 Feb 2017 11:37:28 GMT

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.

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

paulbrinkman — Mon, 20 Feb 2017 11:48:19 GMT

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>

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

Alikutty A — Mon, 20 Feb 2017 12:04:55 GMT

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)

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;

}

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

paulbrinkman — Fri, 24 Feb 2017 12:23:54 GMT

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

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

Alikutty A — Fri, 24 Feb 2017 12:49:37 GMT

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