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:

  1. Navigate to System Properties > Email.

  2. Verify that the properties listed in the table 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-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

  3. Click Save.

Additional Information

For details about other properties that are used to configure email processing in ServiceNow, see the product documentation topic Email Properties.

Article Information

Last Updated:2020-09-29 22:21:49