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

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Community Alums
Not applicable

‎04-30-2024 07:07 AM

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. 

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This is triggered by an email inbound action I guess

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Any suggestions? Thanks

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Tim Deniston
Mega Sage
Mega Sage

‎04-30-2024 07:55 AM

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...

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Tim Deniston
Mega Sage
Mega Sage
In response to Community Alums

‎04-30-2024 09:11 AM

Ignoring the email would prevent any processing by inbound actions. The filtering happens before the inbound email actions run. 

You can still find the email in the email logs, but it does not get processed. 

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