Emails sent from ServiceNow are delivered to the Junk Email folder for Microsoft 365 recipientsIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Learn how to resolve emails sent from ServiceNow being routed to the Junk Email folder for recipients whose mailboxes are hosted on Microsoft 365. The messages are assigned a high Bulk Complaint Level (BCL) by recipient-side mail filtering, which meets the recipient's bulk email threshold and moves the messages out of the Inbox. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Emails sent from ServiceNow to Microsoft 365 recipients arrive in the recipient's Junk Email folder instead of the Inbox.Affected messages carry a Bulk Complaint Level (BCL) value of 6, visible in the message header X-Microsoft-Antispam as BCL:6.The behavior is tied to a specific sender address. In comparison testing, messages sent from internal@service-now.com receive BCL:6, while messages sent from a different standard sender address on the same service-now.com domain receive BCL:0.Recipients on other mail providers (for example, Gmail) do not report the same routing behavior. Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Product area: outbound email and notifications sent from a ServiceNow instance.Recipient environment: mailboxes hosted on Microsoft 365 with Exchange Online Protection (EOP) and Microsoft Defender for Office 365 anti-spam filtering.Sender address associated with the behavior: internal@service-now.com.Microsoft 365 assigns a Bulk Complaint Level (BCL) from 0 (unlikely to be bulk) to 9 (most likely to be bulk) to each inbound message.The bulk email action is controlled entirely on the recipient side, in the applicable Microsoft Defender for Office 365 anti-spam policy, not within ServiceNow. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Not release-specific. The behavior originates in recipient-side Microsoft 365 mail filtering and applies to notification and system emails sent from any supported ServiceNow release. No single ServiceNow release or patch introduces or resolves it. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Microsoft 365 assigns a Bulk Complaint Level (BCL) to each inbound message. When a message's BCL meets or exceeds the bulk email threshold set in the recipient's applicable anti-spam policy, the policy applies its configured bulk action, which by default delivers the message to the Junk Email folder. Testing confirms that messages from internal@service-now.com are assigned BCL:6, while an otherwise comparable message from a different sender address on the same domain is assigned BCL:0. A BCL of 6 meets the bulk threshold used by the Standard preset security policy (threshold 6), so recipients whose policy uses that threshold see the message routed to Junk. The differentiating factor is therefore the sender address and its associated sending reputation, not the recipient's ServiceNow instance configuration. The specific reason this sender attracts a higher BCL (for example, historical sending patterns or complaint signals contributing to sender reputation) is suspected but not confirmed and is under review. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Apply the following recipient-side mitigation. Adding a sender to an allowed list bypasses most spam, spoof, and phishing protection and sender authentication checks, so use this as a temporary measure while a permanent correction is evaluated. Confirm the Bulk Complaint Level of an affected message.Inspect the message headers and locate the X-Microsoft-Antispam header. The BCL: value indicates the bulk complaint level assigned to the message.Sign in to the Microsoft Defender portal.Use an account with permission to manage threat policies.Open the anti-spam policies.Go to Email & collaboration > Policies & rules > Threat policies > Anti-spam.Open the applicable inbound anti-spam policy.Select the policy that applies to the affected recipients.Add the sender to the allowed list.Add the sender address internal@service-now.com to the Allowed senders list, or add the domain service-now.com to the Allowed domains list.Save the policy.Select Save. New inbound messages from the allowed sender are no longer subject to the bulk email action. Alternative for widespread bulk misclassification: if many legitimate bulk messages are routed to Junk, raise the bulk email threshold in the applicable anti-spam policy instead of allowlisting individual senders. A higher threshold classifies fewer messages as bulk, at the cost of allowing more borderline bulk mail into the Inbox. Permanent fix: a sender-side correction is under evaluation (Microsoft). No permanent fix or patch version is available at this time.Best practices Follow bulk email hygiene practices to improve sender reputation over time and reduce the likelihood of similar classifications: Clean and maintain mailing lists regularly.Send messages only to intended, engaged recipients who are less likely to report them as spam.Use dedicated subdomains for distinct mail streams such as notifications, newsletters, promotions, or invoices.Include a clear unsubscribe mechanism where applicable.Keep message content relevant and expected by recipients.Use reputable bulk-mail infrastructure and avoid sudden spikes in sending volume.Monitor recipient engagement and minimize spam complaints. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Configure anti-spam policies in Microsoft Defender for Office 365 — https://learn.microsoft.com/en-us/defender-office-365/anti-spam-policies-configureBulk complaint level (BCL) values — https://learn.microsoft.com/en-us/defender-office-365/anti-spam-bulk-complaint-level-bcl-aboutCreate safe sender lists (allowlists) in Office 365 — https://learn.microsoft.com/en-us/defender-office-365/create-safe-sender-lists-in-office-365Anti-spam protection FAQ — https://learn.microsoft.com/en-us/defender-office-365/anti-spam-protection-faq