This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Excluded Subjects list

Excluded subjects are words or phrases that, if they appear in the subject line of an incoming email message, cause the Email Rule Engine to reject the message. For example, because the phrase Delivery Error is in the out-of-the-box excluded subject list, the Email Rule Engine rejects any incoming message that contains this phrase.

The following list contains the out-of-the-box excluded subjects:

  • Delivery Error
  • Failure Notice
  • Mail Delivery Failure
  • Mail Delivery Subsystem
  • Mail System Error
  • Mailer-Daemon
  • Message Rejected
  • Nondeliverable Message
  • Out of Office
  • Postmaster
  • RBE Notification
  • Returned Mail
  • System Administrator
  • Undeliverable
  • Undelivered
  • Warning: Could not send message

The out-of-the-box excluded subjects are associated with the Global company setting and apply to all companies in your environment.

The Excluded Subjects list prevents the email inbox that your system uses for creating or updating records from filling with email messages that the Email Rule Engine cannot process.

If your company's email environment generates other subjects that you need to exclude, you can create company specific excluded subjects.

If the email message passes all of the excluded-subject scans, the Email Rule Engine then evaluates the message against the use cases.

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