Can we set up Automatic Email Replies for off-domain emails?

[Drew Dennis]

Following the doc (https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/notification/concept/c_InboundEmailActions.html) we have added a new Inbound Action that I thought would apply to all incoming emails from an accepted domain.  We set the order right before the generic "Create INC" inbound action for our instance so it won't apply to the robo-alert emails and such earlier in the Order, and on initial  testing it worked like a charm.  Unfortunately when tested with an off-company account it failed.  We DO have the Domains the emails we expect to be coming from Allowed in System Properties > Email Properties > Inbound Email Configuration, but it still failed.  INCs are being created but the new Action failes stating:  "Reply Email not sent for 'INC Creation Confirmation ', empty user_id".

That's the point of the though.  It's just a courtesy notice that the INC queue is not monitored between the hours of X and Y.  Please call Z.

Is there a way to set this up so that emails not associated to sys_user.list will still trigger the Action and send the email?  I attempted to set up a User with a 2nd email account and SN only allows 1 email to be assigned to a User from what I can find.  What's the best way to accomplish our goal?

[Drew Dennis]

I was just using the Reply Email action type.  Seemed to be what the doc said to do.  Where do I even enter a custom script in that one type?  Again it works fine from any email it can see in sys_user.list, just doesn't run for non-SN registered emails.

[ryan_pope · Accepted solution]

I personally have never used that action type, and might suggest avoiding it altogether. It looks like there might be issues with how it operates anyways (doesn't look to be 100% related to what you're doing, but the workaround is to revert to an inbound action where a script field is present) : Reply inbound email action ignoring execution condition when the referenced record does not exist - ....

I would recommend entertaining a different approach, since the Reply Email function doesn't seem to offer a solution to what you're trying to solve.