Configuring the Ignore Inbound Mail Settings | Inbound Email


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. Email filters are available starting with the Berlin release. For more information, refer to Email Filters.



To prevent certain emails from creating or updating incidents:

    1. Navigate to System Properties > Email.

    1. Verify that the following properties are correctly defined:


      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-sensitive.
      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.


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Additional InformationFor details on other properties that are used to configure email processing in ServiceNow, see Email Properties

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Last Updated:2017-10-23 16:25:08