Remove or replace the autoreply email address inspecting customizationIssue On @service-now.com email domain, remove the auto reply to itservicedesk@metrolinx.com from metrolinx@service-now.com. It should reply to metrolinx@servicenow-com. How to remove the auto-reply set on the instance, or to edit the configuration to switch to a different email address. Business Impact:Auto reply email.CauseCustomization may be present for auto-reply actions through Business Rules like "Auto set Reply To", or "Auto reply email", or similar. The scripts are configured under 'Advanced', or setting the Action 'Reply To' with the designated email address.ResolutionThe specific email address in need to trigger the auto reply needs to be set, also changing the email label. After that, send emails out/in for a test so that the application can see the changes. Further, close and restart the application, and hit sync on the email client, which may take time to synchronize with the mail server, depending on the mailboxes and their size. Verify the sent email reflects the new email. If the mail server does not seem to sync, also after signing out and in the application, consult with your internal IT team to resolve the issue, as it may be related to the mail server you are using. The issue could be with the Outlook application not syncing with the server, not checking the account label update, not applying the change. Related LinksHow to send an auto reply to inbound email