Set up a new Email Filter to ignore another email filter

NathanHaywood
Tera Contributor

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

3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

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...

 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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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

Sorry mate , not that much expert. 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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