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ServiceNow Cookbook by Ashish Rudra Srivastava

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E-mail notification troubleshooting

In the Service-Now operational environment, a support team faces many issues related to e-mails. In this recipe, you will see how to troubleshoot them.

Getting ready

To step through this recipe, you should have an active Service-Now instance, valid credentials, and the admin role.

How to do it…

  1. If there is e-mail integration between mailboxes by Exchange Server, then often admins face looping issues of e-mail, which creates many support tickets just with replies.

    In such cases, you need to create a condition to not process these autoreply e-mails:

             
           if(email.from.indexOf("noreply@externalsystem.com") 
            >= 0 ||
               email.from.indexOf("salessuport@packt.com ") >=   
                0
                   {
                    event.state="stop_processing";
                    }
  2. If your organization is ...

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