Email masking

[amit_kishore]

Hi All, 

We have requirement from customer to mask the email ID (Customer@service-now.com), which is being used for ticket creation and updated & Sending notification, with ServiceDesk@help.com 

In short, the current email which is being used for incident creation & Notification is: Customer@service-now.com

After masking (alias, if possible) ; TO be: - ServiceDesk@help.com

Please suggest with step in case if this is possible in ServiceNow.

Regards,

Amit

[Gummagatta Hars]

Hi @amit_kishore ,

If you are looking for creating a ticket when email sent to ServiceDesk@help.com, you can achieve it with the help of the mailbox admin. We can set up a forwarding rule to the  automatically forward the email to Customer@service-now.com which will resolve the issue.

I believe we might not mask the sender address Customer@service-now.com as the OOB SMTP email account will be managed by ServiceNow. You can check with the email services team if there is any feasibility.

Alternatively you can integrate ServiceNow with that email box for sending and receiving the emails.

Refer this article for configuring the custom email accounts Configure SMTP and IMAP email accounts with Microsoft Office365 using OAuth2 (available for customers only).

Let me know in case if you have any further queries.

If the solution shared works for you, please mark it as "Accept as Solution" and " Helpful." 

Thanks,

Gummagatta Harshavardhana