Email accounts

[Sharon24]

Hi,

The query is regarding email accounts in ServiceNow.

I'm required to set up an email account in ServiceNow so email to this email address would be creating tickets.

We normally use IMAP as the account type. After the email account has been set up and turned on in ServiceNow, all the emails were disappeared from the actual mailbox.

Is there any way we can keep emails in both mailboxes(ServiceNow mailbox and actual mailbox)?

Thank you for helping.

[Maik Skoddow · Accepted solution]

Hi @Sharon 

answer from ServiceNow support to this question:

"When the email reader job runs, it reads all the unread emails on the IMAP server and once it picks up these emails and processes them to the instance, it deletes it from the IMAP server. This is default behavior.
We recommend having a dedicated IMAP server for ServiceNow so that none of the emails are missed and left unprocessed."

A workaround is to have an email rule on your email server to copy the emails from the inbox into another folder.

Hope that helps.

Kind regards
Maik