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Configuring SPAM filtering on your instance - Support and Troubleshooting
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  • Configuring SPAM filtering on your instance
KB0538110

Configuring SPAM filtering on your instance


14666 Views Last updated : Aug 24, 2022 public Copy Permalink English (Original)
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KB Summary by Now Assist

Issue

Symptoms may include the following:

  • Emails unknown to the instance are creating incidents
  • SPAM emails are being sent to users
  • Users are receiving spam emails

Resolution

Email sent to your ServiceNow mailbox is scored for spam content before your instance downloads it (See KB0549426 - Email Spam Scoring and Filtering). Customers may add their own spam protection rules at the ServiceNow instance level. We recommend the following two solutions:

  1. Prevent emails unknown to the instance from creating incidents. See Preventing Untrusted Users from Triggering Inbound Actions in the product documentation.
  2. Email Filters plugin. Email filters enable an administrator to configure specific email filtering preferences by using a condition builder or a condition script.

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