EMail to Incident creation

[Nageshwari P]

Hi Team, 

Currently, I am learning to send email to PDI instance and based on that to create an incident ticket.
I have configured the flow as well.

I am sending an email to PDI instance (devxxx@service-now.com and devxxx@servicenowdevelopers.com) for both the email IDs. But unable to receive the email in PDI.

I have enabled the inbound emails from Email properties.

Created a user record based on the email sender details.

Can you please help to achieve this task?

Best Regards,

Nageshwari P.

[Chaitanya ILCR]

Hi @Nageshwari P ,

this no longer works you have setup you own mail account as the POP3 and SMTP (for sending and receiving email)

you can refer on how to do that

https://www.youtube.com/watch?v=ooVvKDX9vKQ

once you successfully complete that you can send emails to the setup email the instance will recieve them and process them

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Ankur Bawiskar]

@Nageshwari P 

PDIs don't support sending/receiving email, so you cannot test it in PDI

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Aniket Chavan]

Hello @Nageshwari P ,

This is a common roadblock while working with PDIs. Just to clarify — incoming and outgoing emails are disabled by default in PDIs due to security constraints. This change was implemented back in 2022. You can read more about it here:

• 🔗 ServiceNow Developer Blog – Sending Emails from PDIs

That said, there is a workaround if you're still looking to test email-to-incident functionality. It involves configuring a custom email account (like Gmail) within your PDI — though it's not officially recommended since your personal inbox contents will be exposed inside your instance.

If you're okay with that risk and want to explore further, here’s a detailed thread that explains the setup:

• 🔗 How to Configure Email Account in ServiceNow PDI

Here’s the original thread where this workaround was discussed in detail, thanks to @AndersBGS  and @Dr Atul G- LNG for sharing it:

• Inbound Email Action for PDI

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024

[Ehab Pilloor]

Hi @Nageshwari P,

Incoming and outgoing emails are blocked due to security issues. There are few workarounds but Im not sure if it would work on Inbound emails.

Regards,

Ehab Pilloor