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.

[Dr Atul G- LNG]

Hi @Nageshwari P 

Greetings!!

Email has been restricted in PDI due to security concerns, so it's no longer available out of the box. To test it in your PDI, you'll need to configure it using Google's SMTP server. The second link shared by @Aniket Chavan  is valid and good to go. Just a word of caution: configuring your personal email in the PDI will bring all your emails into the instance. So if you're sharing your PDI with someone else, they’ll also be able to see your emails—please be careful.

[Dr Atul G- LNG]

Hi @Nageshwari P 

Do you have the server details, username, and password with you of your client? If this is a client instance, the email account setup is usually handled by ServiceNow at the time of instance provisioning.

[Aniket Chavan]

Hello @Nageshwari P ,

Just wanted to check in to see if my earlier response helped you out or if you're still facing any issues. If your query is resolved, it would be great if you could mark my reply as helpful and accept it as the solution — that way it can also benefit others who come across the thread later.

Also, if you found any other responses helpful, feel free to mark those as helpful too. You can even accept multiple solutions if they contributed to resolving your issue.

Let me know if you need anything else!

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

[Uncle Rob]

As others have mentioned... you can't send/receive anymore.
HOWEVER, that doesn't mean you can't test.  PDIs still process records once they land in the internal email table.

What I do is I pick one of those records and modify it to contain the same subject/body I need to test with, and then set the email back to a pre-processed state.

[Aniket Chavan]

Hello @Nageshwari P ,

Just wanted to check in to see if my earlier response helped you out or if you're still facing any issues. If your query is resolved, it would be great if you could mark my reply as helpful and accept it as the solution — that way it can also benefit others who come across the thread later.

Also, if you found any other responses helpful, feel free to mark those as helpful too. You can even accept multiple solutions if they contributed to resolving your issue.

Let me know if you need anything else!

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