Email coming from other Servicenow instance

Xhare
Tera Contributor

‎01-08-2025 06:03 PM

Hi,

I need to create an Incident when emails are received from another ServiceNow instance.

The other ServiceNow instance is already sending emails, but they are not being received in our instance.
What should I check to ensure the emails are successfully received in our instance?

 

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JC Moller
Giga Sage

‎01-10-2025 02:28 AM - edited ‎01-10-2025 04:16 AM

The emails are received but an OOB setting is preventing them from being processed and causing email looping between the two instances.

More info in the below KB-article. "Email is not an integration", so we have usually implemented REST-integrations between all the other parties using Servicenow.

KB0551482 - Troubleshooting ServiceNow instance ignoring email sent by another instance
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0551482

"Implement a Web Service Integration – recommended

Customers implementing instance-to-instance integrations should use web service calls between the instances, which avoids the ambiguity inherent in trying to distinguish human-generated and system-generated inbound emails to drive an appropriate system response."

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