Unwanted Incidents from one user being generated and assigned to Servic Desk team with "ooo subject"

[Community Alums]

Hi, 

we are seeing unwanted incidents getting generated weirdly from one user only in particular, and assigned to Service Desk Team with subject Out of office(oob) on fridays. 

This is triggered by an email inbound action I guess

Any suggestions? Thanks

[Tim Deniston · Accepted solution]

I'd recommend adding a condition that says "Subject does not contain 'out of the office'" and "Subject does not contain 'out of office'", which will filter those out. 

If you want to resolve this more globally, there is a great feature called Email Filters that allow you to do this and affect every inbound action. https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification...

[Community Alums]

Hi @Tim Deniston, so I assume then that "subject" is then the incident short description 'out of office on fridays' ?

[Tim Deniston]

Yes, that is usually how inbound actions are set up -- the Subject of the email becomes the Short Description on the incident (assuming it's a new incident, not an update to an existing incident). 

The "Actions" section of the Inbound Email Action form should show you how the email is being converted into the incident. 

[Community Alums]

@Tim Deniston , Thanks. Quick question about the email filters you mentioned, If I set up a filter to ignore all the emails with subject out of office on fridays, would that also stop the incident from being created or being ignored won't stop the creation of it? Thanks