How does an email is delivered to ServiceNow instance when it is addressed to some other email ID.

[Afsar2]

Hi,

I have a question how does an email is delivered to an instance when it is addressed to some other email ID?

I have come across Inbound email action which have condition >> recipient = some xyz@xyz.com.

Corresponding email logs has following details in Header field.

Delivered-To:instance@instance.service-now.com

To: xyz@xyz.com

Any suggestion on this will be helpful to understand it.

Thank You,

Afsar Sheikh

[ersureshbe]

Hi, 

When you are sending email to Service now, first it reach mail exchange server once reached it will route it to sys_email table in service now. Based on your inbound email action it process to update or create or reject the email transactions.

Please mark as correct answer if it helped.

Regards,

Suresh.

[Afsar2]

Hi @sureshloganathan,

Thanks for the information.

But I am looking forward to understand specific case wherein there is an Inbound email action is defined with condition on recipient as some xyz@xyz.com

If an email is sent to xyz@xyz.com how is that caught by the instance?

What the email should look like so that it is captured by the required instance?

I have understood the process when an email is received and specific inbound email action is processed based on condition matching.

Thank You,

Afsar

[ersureshbe]

Hi,

Thanks for the response. As you mentioned that email id is used in email inbound action. Can you comment that condition and retry the steps.

As mentioned if service noe email address is present in TO, CC,BCC any of the field it wil reach to service now. But it's strange.

R,

Suresh

[DrewW]

Did you check the CC and BCC to see if the instance address is listed there?