Does ServiceNow filter out email before it reaches an instance?

[tim_treacy]

We've run into a business-related problem in the CSM application, where the support teams require some indication on long-running cases, when the client contact has gone on PTO/OOO.
The issue is that when searching the inbound email for our instance, we cannot find any indication that the automated replies sent by the email applications are ever reaching our instance.
We do have inbound actions configured to 'Ignore' automated replies....but we do not see any of these inbound replies, in any of the mail tables.

We've tested this using Outlook (exchange) and Gmail servers/apps, and have confirmed that the messages are being sent, but the message sent to ServiceNow do not show up in the instance.
My understanding was that ServiceNow does pre-filter all inbound mail (header updates, spam scoring, etc.), but that all inbound mail should at least reach the instance.  
Is that correct?
Is there some table where automated replies are stored, separate from the standard email tables?

Tim

[chrisperry]

Hi there,

There are configurable settings used to ignore inbound email: KB0521782

I am guessing the PTO/OOO emails you're not seeing are likely being removed via the 'Ignore inbound email if the subject line starts with any of the following:' property.

If this answer is helpful please mark correct and helpful!

Regards,

Christopher Perry

[tim_treacy]

Thanks for the reply Christopher,

I had reviewed the inbound filters for 'Ignore Header' and 'Ignore Subject' already (I guess I could have been more clear in the initial post). 

There are two issues here:

1. Neither of these are conditioned to catch the OOO messages from Google or Outlook (at least the way they're currently configured).
2. Even if this was the issue, and the email were getting ignored during inbound processing, the email would still be in the instance.  Meaning  I should be able to find them in the Junk or Ignored mailboxes and determine that they were getting caught by the filters. 
   That is not happening.

That last bit of #2 is the main question I'm looking to get answered.
Why would any email not be findable in the system mailboxes?

My assumption was that anything sent to our instance, regardless if it's identified as spam, or meets the condition of an ignore filter, ect., would land in the instance.....somewhere.

The fact that I cannot locate any Out-of-Office auto-replies from Google or Outlook (exchange) suggests that these messages never made it to the instance.

[Srikanth Koppad]

Were you able to find an answer to this?