University of Southampton


Emails sent from ServiceNow to an ingested address are ignored

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

For example, if you send an email like this:

While it will appear to be sent in the activity log, when it arrives in askhr and is read by ServiceNow it will be ignored - no ticket or update will be given to HR.

To refer an enquiry to another group in ServiceNow you can instead:

  • Transfer or re-assign the enquiry by clicking the Transfer button next to Logged for or changing the group assignment
  • Create a sub-task or new incident and assign it to the other group (note self-service queries should always be logged through the Service Portal)
  • Add specific individuals to the watch list
  • Or - if you must send an email - send it from your personal Outlook

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

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