Thank you for your feedback.
Form temporarily unavailable. Please try again or contact to submit your comments.

Email filters

Log in to subscribe to topics and get notified when content changes.

Email filters

Email filters enable administrators to specify when to move email to particular mailboxes or to ignore it using a condition builder or a condition script. The Email Filters (com.glide.email_filter) plugin is active by default.

When an email is ignored, the email is saved to your instance but is not processed. You can access an ignored email by viewing its Email [sys_email] record.

Default email filters

By default, the following filters are available from the System Mailboxes > Filters module:

Table 1. Default email filters
Filter Description
Ignore VCAL Ignores all email containing vCalendar requests. This filter prevents inbound email actions from creating unnecessary incident records when the instance receives a response to sent email. vCalendar requests in email responses are identified by the EmailUtils script include.
Ignore header Ignores email that contains specific headers. This filter overrides the glide.pop3.ignore_headers property.
Ignore sender Ignores email from specific senders. This filter overrides the glide.pop3.ignore_senders property.
Ignore subject Ignores email with specific terms or phrases in the subject line. This filter overrides the glide.pop3.ignore_subjects property. This filter might not apply to emails arriving from unknown users. Unknown users can be locked out.
Move spam to junk folder Moves email identified as spam to the Junk folder. This filter checks for the value of the ServiceNow spam header. If the header is X-ServiceNow-Spam-Status:Yes, the filter moves the email to the Junk folder

Email filter script include

Email filters use a script include called EmailUtils that contains a simple utility function to determine if vCalendar is in the body of the response email. The results of this query are used in a condition script in the Ignore VCAL email filter.

Spam scoring and virus scanning

Every message sent through email servers is assessed for the likelihood of being spam. Based on this assessment, the instance adds headers to each message that can be used for filtering within the customer instance using the Email Filters plugin.

The system also adds the X-ServiceNow-Virus:INFECTED header to an email that contains one or more virus-infected attachments. The system ignores the email.

Spam scoring and virus scanning are available only for instances that use the ServiceNow email infrastructure. For more information on spam scoring and filtering, see KB0549426.