How to forward email from Servicenow. Use case below

[Saurav Bhardwa2]

Hello,

I have a scenario where we utilize a SharePoint App within the 123.gov domain. Our SNOW platform operates within the 456.gov domain, and our email system is exclusively in the 456.gov domain.

We're aiming to route notifications from SharePoint to SNOW and subsequently forward these notifications or emails to the 456.gov domain.

Could someone please guide me on the process to forward these emails from SNOW?

Thanks

[Danish Bhairag2]

Hi @Saurav Bhardwa2 ,

To forward emails from ServiceNow (SNOW) to an external domain, such as 456.gov, you can use the Email Notification functionality within ServiceNow. Here's a general guide on how you can achieve this:

1. **Set up an Outbound Email Account:**

   - Navigate to "System Email" > "Outbound Email" > "Mailboxes" in ServiceNow.

   - Create a new Outbound Email Account that corresponds to your 456.gov email server. This involves providing the SMTP server details, username, password, and other relevant configurations.

2. **Create an Email Notification:**

   - Navigate to "System Notification" > "Email" > "Notifications" in ServiceNow.

   - Create a new Email Notification record for the specific notification you want to forward. Configure the "Email Format" and "Subject" as needed.

3. **Configure the Notification to Use Outbound Email:**

   - In the Email Notification record, ensure that the "Send Email" field is set to "True."

   - Select the Outbound Email Account you created in step 1 as the "Email Account."

4. **Include the Forwarded Email Content:**

   - In the "Message" field of the Email Notification, you can include the content you want to forward from the SharePoint notification. You can use variables to include dynamic information from the notification.

5. **Create a Business Rule or Workflow to Trigger the Notification:**

   - Depending on your specific use case, you might need to create a Business Rule or Workflow that triggers the Email Notification when a certain condition is met. For example, if you want to forward incidents to 456.gov when a specific field is updated, set up a Business Rule to trigger the notification.

6. **Test and Monitor:**

   - Test the setup by triggering the condition that should initiate the notification.

   - Monitor the "Sent Email" records in ServiceNow to verify that the notifications are being sent.

By following these steps, you can leverage ServiceNow's Email Notification functionality to forward notifications from SharePoint to external email domains. Adjust the configurations based on your specific requirements and test thoroughly to ensure the desired forwarding behavior.

Thanks,

Danish

[Saurav Bhardwa2]

Hello @Danish Bhairag2,

Thanks for the quick response. However, it seems our use case has a slight variation.

Presently, we're receiving inbound emails in ServiceNow from SharePoint which is in the 123.gov domain. Within the notification body, we're extracting user IDs that are consistent between SNOW and SharePoint. When these notifications arrive in ServiceNow, we aim to forward the same notification within SNOW to the corresponding user IDs. We'll obtain the email addresses from the user table, which resides in the 456.gov domain.

Both ServiceNow and Outlook are within the 456.gov domain. Our objective is to forward the identical email upon receipt from SharePoint.