Best Practice for Routing Emails Sent to Disabled Executive Accounts

[Andrew Meza]

Has anyone handled this scenario for executive accounts? Our CEO has a non-standard active email for security and phishing reasons. The standard email format is tied to SSO and exists for login conventions, but that mailbox is disabled and non-routable. Because of that, ServiceNow notifications are trying to send to the SSO-based address, so the CEO isn’t receiving any emails. His real email is stored in a separate ServiceNow field we call “employee email,” but it’s not currently used for notification delivery. What’s the best practice to capture emails sent to the disabled address and route them to the CEO’s actual mailbox, and should this be handled in Exchange or O365 rather than in ServiceNow inbound processing?

[Mark Manders]

It sounds like you are using your email also as login. Those are 2 different things. The fact that his login name is an email address does simply mean that he logs in with his ceo.name@company.domain. That his real email is secret.ceo@email.address, doesn't matter. You can just add that as normal email address on his user record and it will work, both for inbound as outbound email.