Set up a new Email Filter to ignore another email filter

[NathanHaywood]

Hello,

Background to the issue: We have an external HR system which sends staff notifications through to ServiceNow. This was working perfectly up until the middle of December. An issue was identified yesterday where these emails are now getting classed as a Spam Score of 6.431 so slightly above the 6.2 threshold. This has been caused by a Change to a different system on our platform, not ServiceNow.

Now, this Change can't be reverted so we are trying to fix forward in ServiceNow. The email filter 'Move spam to junk folder' is picking up on this Spam issue as the header contains 'X-Spam-Flag: YES'. 

My question is: Can I setup a new Email Filter with an action that when the condition is met (Email address and Subject meets requirements), the 'Move spam to junk folder' Email Filter is ignored? If so, what action script can I use?

Kind regards,

Nathan

[Dr Atul G- LNG]

Hi @NathanHaywood 

https://www.servicenow.com/community/now-platform-blog/inbound-email-ignored-by-filter-what-are-emai...

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/notification/co...

[NathanHaywood]

Thanks Atul. The emails are being ignored due to the SPAM flag being YES. 

Would you know what action script I could use to set it so when the conditions are met, it ignores the 'Move spam to junk folder' Email Filter?

Kindest regards

[Dr Atul G- LNG]

Sorry mate , not that much expert.