Your settings can be configured to ignore certain inbound emails based on their criteria. This prevents certain emails, such as out-of-office replies, from creating incidents. Additionally, administrators can configure specific email filtering preferences by using a condition builder or a condition script.
To prevent certain emails from creating or updating incidents:
Navigate to System Properties > Email.
Verify that the properties listed in the table are correctly defined.
Field Description Ignore inbound email if the subject line starts with any of the following: Enter a comma-separated list of strings that cause the instance to ignore an email message if they are present at the start of a subject line. These values are case-insensitive. List of senders whose inbound emails will be ignored
Enter a comma-separated list of senders that cause the instance to ignore an email message. Enter only the name before the at (@) sign.
Ignore inbound email with these headers (comma-separated list of name:value pairs).
Enter a comma-separated list of email headers that cause the instance to ignore an email message. Use the format name:value to specify email header types and values. You can use a wildcard (*) for the subtype. For example, Content-Type:multipart/*; report-type=delivery-status; ignores emails containing a type of multipart and a parameter of report-type=delivery-status. For syntax specifications, see http://www.w3.org/Protocols/rfc1341/4_Content-Type.html.
For details about other properties that are used to configure email processing in ServiceNow, see the product documentation topic Email Properties.