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…
- 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";
}- If your organization is using Service-Now for external communication purposes, then the instance e-mail address (that is,
dev23216@service-now.com) will be exposed to the...
