Auto forward from email box

[amaradiswamy]

Hi Team,

I am working on a requirement where I need to generate tickets for the emails sent to an email box. To achieve this, I have created an outlook email rule to auto forward it to servicenow instance email. For testing, I have also included my email address to make sure auto-forwarding is working. I am able to receive auto-forwarded emails, however the email didn't reach instance email and can't locate it in email logs. In received-ignored also no email records are found.

How to troubleshoot this issue?

[JohnKing]

I assume other emails are accepted into your ServiceNow instance and from this domain? Side note Do you need the email to hit the inbox and be forwarded? Can’t the individuals emails directly to save the outlook rule, it something else to maintain?

[amaradiswamy]

Thanks for your reply, yes other emails are getting accepted. We wanted to auto forward only due to some limitations we have

[emmab]

Hello

Did you ever resolve this issue?  I'm having the same problem, we have auto forwarded a shared mailbox into our instance.   The messages do not arrive in ServiceNow.   Other emails are being received ok.

[emaines]

Late to the party here, but I was having this issue until I examined the email headers of and realized that the auto-forwarded emails were prepending the subject with encoding information, example below.

Subject: =?us-ascii?Q?IT HELP

I had been trying to match the subject of the email beginning with "IT  HELP". I was then able to modify my inbound action to check for the extra characters and then substring the subject to remove them.