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?
