How can we allow Out Of Office/auto reply mails to be received and processed on tickets?

[dhruvsinghp]

I m looking for guidance on how to allow Out of office ( OOO ) response and other automatic replies to be received and processed against tickets in Servicenow instance.

We often send emails to external vendors directly from Servicenow and many of them have OOO replies that include alternative contacts or additional instructions to follow up/solve the ongoing issues mentioned through tickets. These replies would be helpful for teams who looking over these tickets. 

In addition to vendor replies, it would also be useful if we could receive OOO responses from internal users, since these often provide information such as return dates or backup contacts.

For clarity, Auto replies like we configure them in MS teams/outlook where we schedule an OOO period and set an auto reply message by enabling "Send replies outside my organization" and "Send replies during specific period". There the OOO emails we would like Servicenow to receive.

My questions are :

1. Is there any way to implement this and update through ticket like a comment or work note ?

2. Are there any best practices to achieve this safely without causing mail loops or allowing unwanted automated emails? For example, controlling which headers/subjects are allowed or only enabling for trusted 

sender domains.

3. For cases where vendors' OOO replies aren't sent at all, is adjusting outbound headers necessary to ensure external systems generate auto-replies?

If anyone has implemented this before, please reply this and let me know any insights, configurations steps , references , examples or any one of you which you had come across like this above mentioned similar situation steps taken to get out this. I'd appreciate for your help and kudos to your efforts.

[Dr Atul G- LNG]

Hi @dhruvsinghp 

https://www.servicenow.com/community/developer-forum/receive-out-of-office-response-in-servicenow-in...