how do i allow an email to create an incident from a 3rd parties servicenow?

[sarahjane19]

Hi All 

I have set up and inbound email action for one of our 3rd party suppliers to send emails to raise tickets in our servicenow. however it is currently being excluded as there is a filter to ignore email with servicenow generated:true.  Is there away to allow these emails in with out changing this filter.

[Dr Atul G- LNG]

Hi @sarahjane19 

https://www.servicenow.com/community/itsm-forum/email-filter-ignore-header-x-servicenow-generated-tr...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869547

[GlideFather]

Will the sender's address be always the same? 

you can create an account with that email to avoid being ignored. Can you eventually share the inbound email config?

[sarahjane19]

Thanks both for comming back to me but this does't seem to have worked.

Email action set up  

i have also added a condition to the ignore header 

i have done it as an and statement does this look correct? 

[GlideFather]

Hi, the last screen says to ignore the Header but the condition seems the exact opposite > headers contains the defined strings and at the same time is not from the CSI Support.

Have you tested for both matching the conditions and mismatching? to observe any difference..