Emails sent from ServiceNow to an ingested address are ignored

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This article explains why emails sent from ServiceNow to an ingested address are ignored. It also explains how a ticket can be referred to another another group in ServiceNow if required.

Overview

To protect ServiceNow from email loops, any emails sent from ServiceNow to an email address that is also ingested (read) by ServiceNow are ignored.

Example - Starting point

The email shown below shows the following senders/recipients:

Sender: ServiceLine (email address: serviceline@soton.ac.uk)
Reply to: ServiceLine (email address: serviceline@soton.ac.uk)
Recipient: AskHR (email address: askhr@soton.ac.uk)

What happens next

After sending the email:

The email will appear to be sent in the activity log
When the email arrives in AskHR and is read by ServiceNow, it will be ignored
No ticket or update will be sent to HR

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How to refer an enquiry to another group in ServiceNow

Emails should not be sent to another ingested email address from within a ticket. Instead, use one of the following options to refer an enquiry to another group:

Either:

Re-assign the ticket to another group
2. Create a task for another group
Or
3. Create a new incident for another another group

If the enquiry was incorrectly assigned in the first place, re-assign the ticket. If another task needs to be completed alongside the original enquiry, create a task. If a separate enquiry needs to be raised in addition to (and is not dependant on) the original enquiry, create a new incident ticket.

1. Re-assign the ticket to another group

To assign an incident ticket to another tenancy in ServiceNow:

Select the Transfer button (next to Logged for)
Select the required tenancy and assignment group
Add public/work notes as appropriate to explain why the ticket is being reassigned

The screenshots below show the Transfer button (alongside Logged for) and where to enter Logged for, Assignment group and notes.

To assign an incident ticket to another group within the same tenancy:

Update the Assignment Group
Add public/work notes as appropriate to explain why the ticket is being reassigned

If the enquiry is urgent or high priority, you should always contact the receiving group directly to confirm they have picked up your referral.

2. Create a task for another group

See the tasks section within the Introduction to ServiceNow article for guidance on creating tasks.

3. Create an incident for another group

In the left hand search filter, enter incident
Select Create New Incident
Complete the required fields

Watch list

Individuals can be added to the watch list of a ticket. Anyone added to the watch list of a ticket will receive updates on the ticket, regardless of which tenancy/team the ticket is assigned to.

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