Email Accounts - SMTP and pop3

[meghanareddy206]

Hi All,

              I'm trying to understand how exactly the email accounts work in Servicenow, we've both email accounts setup ServiceNow SMTP and ServiceNow POP3. SMPT account has a username of instance@service-now.com which is included in all support emails or whenever a task is assigned, user gets an email from instance@service-now.com. But, what happens when a user is trying to email directly to instance@service-now.com, where are these emails navigated to? Where do we configure these properties.

The email address is not tied to any group, so how does a person or group gets a notification when a user tries to email the support DL. Appreciate any response.

Thanks,

Meghana

[Mike Allen]

Those emails are set on the ServiceNow mail servers.   It forwards the email to your instance.   The emails are then parsed from there.

[samkikalis · Accepted solution]

Hi Meghana,

If a user sends an email to instance@service-now.com it should appear in the "Inbox" in your instance, and then move to "Received" folder once it has been processed.

SMTP email account is used to send emails from the instance out.

POP3 account is used to retrieve emails sent TO the instance.

If you are wanting to check if an email has been received, you could use this link and update your instance name and change the date/time range as needed:

https://<yourinstance>.service-now.com/sys_email_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.daysAgoStart(0)%40javascript%3Ags.daysAgoEnd(0)

Cheers

Sam