How can I configure ServiceNow to automatically create an incident when an email arrives in my inbox

[Satyam123]

I'm looking to set up email-based ticket creation in ServiceNow, but instead of forwarding emails to the ServiceNow instance address, I’d like ServiceNow to pull emails directly from my mailbox. Is there a way to achieve this using ServiceNow’s email listener or another integration method?

Any guidance or best practices would be greatly appreciated!

[Dr Atul G- LNG]

Hi @Satyam123 

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

[Ankur Bawiskar]

@Satyam123 

which mailbox?

Please share some more details.

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

[Nitish Saini]

Hi @Satyam123 ,

You can set up ServiceNow to pull emails directly from your external mailbox using IMAP or POP3. Start by navigating to System Mailboxes → Administration → Email Accounts and create a new email account of type IMAP (preferred) or POP3. Enter your mail server details, such as the server address (e.g., imap.gmail.com), port number (usually 993 for IMAP), enable SSL, and provide the username and password for your mailbox (you may need to use an app-specific password if your email service uses MFA). Once saved and active, ServiceNow will periodically connect to this mailbox and fetch unread emails.

Next, create an Inbound Email Action and set the target table to Incident. In the script section, you can optionally define how the incident is created using the email subject and body and link the sender's email to a ServiceNow user.

Finally, ensure that the email polling jobs are enabled by navigating to System Scheduler → Scheduled Jobs, and check that jobs like IMAP Reader or POP Reader are active. Once everything is configured, send a test email to your configured mailbox. ServiceNow will pick it up automatically and create an incident based on your inbound email action.

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

Regards, 
Nitish Saini