How does inbound email work?

Andrew Bettcher · ‎03-28-2022

Hi - We will be migrating our entire infrastructure to a new data centre in a few weeks. Over that weekend our O365 and Minecast servers will be unavailable and we're concerned that this will mean that no emails will get into our ServiceNow instance.

Can anyone advice on this? We have a "branded" email address configured in ServiceNow "Email Accounts".

The question is, does the email go directly to the instance AND to our Minecast etc. or, does it rely on our email processing infrastructure to arrive correctly at the instance?

Community Alums · ‎03-28-2022

Hi,

There's an email reader job that executes to read the email from your infrastructure (either by IMAP or POP3 depending on your config).

If your infrastructure isn't available, the emails won't be read by ServiceNow and therefore can't be processed.

Once your infrastrcture is back up and running, assuming the address (hostname/ip) and the credentials have remained the same then ServiceNow will start to consume those emails again.

Mike

View solution in original post

Community Alums · ‎03-28-2022

Hi,

There's an email reader job that executes to read the email from your infrastructure (either by IMAP or POP3 depending on your config).

If your infrastructure isn't available, the emails won't be read by ServiceNow and therefore can't be processed.

Once your infrastrcture is back up and running, assuming the address (hostname/ip) and the credentials have remained the same then ServiceNow will start to consume those emails again.

Mike

Andrew Bettcher · ‎03-28-2022

Thank you Mike. I think the techie guys are able to get Mimecast (i.e. which is hosted elsewhere) to process the emails rather than sending them on to O365. I'm assured that this be OK....!!