Prevent specific senders from triggering "Create Incident" inbound email action

[clairelongs]

Hello!

I have about 30 specific email addresses that frequently trigger our "Create Incident" inbound email action, but the resulting incidents are just unnecessary/junk.

Is there a way to exclude certain senders so that emails from those addresses do not create incidents? For example, filtering within the inbound action itself or another recommended approach?

I’m still fairly new to ServiceNow, so I’d really appreciate any guidance.

Thank you!

[Kieran Anson]

Hi,

Do you want to exclude these emails from all inbound actions? Or just this one specifically? Do these emails belong to users, or are they emails from companies / aliases that don't appear in the email field of user records?

[clairelongs]

Ideally just that one inbound action but I don't think it would matter all that much if it's also for other inbound actions if that is a better method. They are from companies/spam.  

[Kieran Anson · Accepted solution]

Hi,

Thanks for clarifying. 

To filter emails at the instance level, email filters (linked below) can be used. You can then mark the emails as ignored and no inbound actions will be processed.

To filter this out on a single inbound action, you'd need to build that into the condition of the inbound action. You'll need to call a script include you create to then verify whether the email should be processed or not. I think the email filters is the easier option as it's no code but does apply instance-wide

Email filters • Australia ServiceNow AI Platform Administration • Docs | ServiceNow