Email address Filters

[adarisuresh]

Hi Community,

We're investigating an inbound email issue in ServiceNow.

Emails sent from the supplier address: DoNotReply@ima.it

are reaching ServiceNow and records are being created in the sys_email table. However, the emails are not being processed further and are ending up with:

Type: received-ignored

The email log contains the following message: "Email set to ignored because of disallowed from address,

email_address_filter_reason = Disallowed address"

Additional details:

• The sender is a legitimate supplier.
• The email reaches the instance successfully and attachments are also visible on the email record.
• No Inbound Email Actions are executed because the email is marked as ignored during inbound processing.
• The Target field remains empty.
• The reason why the email is being ignored because we have an email address filter which is blocking all the emails from "donotreply@" 
• I have tried creating an additional filter which allows all the emails from " @ima.it" but it was not succesfull and still the emails are being sent to " Received-Ignored" state. 

Any suggestions and recommendations would be very helpful.

[glideFather]

ahoy @adarisuresh,

are you certain that "donotreply@" works? I would expect that it might require having the full email address, such as "donoreply@mydomain.org".

Could you maybe try with that? If it will work correctly (no incident) then you have your answer, if it still not work correctly then another things must be investigated.

Also, I would check the create incident inbound action

[adarisuresh]

Hi @glideFather , 
Thanks for your suggestion. Iam from CSM module. But the filter that i sent is the allow filter which allows all the domains and "donotreply@" is added in the exception list. Therefore, any emails coming from donotreply@ima.it are being blocked by this filter and no cases are created. Also, if we create an inbound email action, this filter is the first one to get triggered and it sets the email to ignore and hence, no cases are being are created.

[glideFather]

ah, I understood it the other way round.. I believed you wanted to block that address instead of whitelisting it..

It seems to confusing to me, you have a blocker for address that contain "donoteply@" and then you said it didn't create records, then it is correct, no? It would be helpful to see the inbound email action record.

Another thing to check might be email type: new, forward, reply, you can also set these in the inbound email actions.

PS: you should avoid sharing sensitive data in your screenshots next time..

[Mark Manders]

What if you add that address as an exception to your Email Address Filter that disallows the donotreply addresses? 

On the other hand, a supplier that doesn't use a proper email address to notify you can also be contacted to update the address the send from, of course.