Emails not working between two ServiceNow instances

[AnishG]

We are encountering an issue where emails sent from a client’s ServiceNow instance are not appearing in our inbound email logs. Normally, such emails should be captured and processed through inbound email actions, but in this case, the email is recorded as 'ignored'.

Has anyone dealt with similar cross-instance email scenarios? And if there is an easy solution that we can implement to make this work?

[GlideFather]

Hi @AnishG,

have you checked the inbound action and its conditions?

Also, is it something that's been working and suddenly stopped (incident) or it is being developed and this is udesired blocker before implementing?

Both instances are "real" ones not PDI, right?

[AnishG]

This has never worked for us. All the emails from other Servicenow instances to our instances go ignored. I was told internally that this is the default functionality of ServiceNow. Is there a workaround to fix this?

[GlideFather]

Well, there's no universal answer..

Is it a PROD environment? because non-prod envs usually have this restricted..

Check the Email properties and Email diagnostics it will give you some idea:

[AnishG]

Yes, it is a production environment. Basically email sent from customer who are also using servicenow, their emails gets ignored. I checked the email properties and it seems it ignores the email with header that contains Servicenow (screenshot attached). My IT team told me this "

This safeguard is designed to prevent “looping” between instances, which could otherwise cause serious performance issues or system failure.

"

Any suggestions how we could handle this issue?