If you want the auto-reply like out of office mails to be updated in the existing incident comments, you need to make sure and perform below things:


  • Sender mailbox is sending the Out of the Office mails to Servicenow instance. This can be verified from their sent items.
  • If sender has sent the mailbox, make sure it has been received by servicenow instance from sys_email table or email log.
  • You will have to use "Identify email as reply by these prefixes" to add "Auto-Reply" type prefixes or any prefixes which can be identify the automatic reply.
  • Remove auto-reply from the ignore header entry
  • Many times user does not allow or forgot to allow Automatic Replies from outlook for "Outside my organization". See below screenshot:


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Last Updated:2019-09-09 04:51:09