How to receive email notifications from appstoreprod@service-now.com to ServiceNow instance

[Sree21]

How to send email notifications from appstoreprod@service-now.com to ServiceNow instance. I need to create tickets for these incoming emails. Developers get notifications on their individual mailboxes, but how to add a generic account to receive these notifications?

[Sree21]

Thank you for your thoughts, I have submitted a support case.

[Gummagatta Hars]

Hi @sree ,

Even though you manage to get the emails being sent to your ServiceNow instance, the inbound email actions you create for auto submitting a ticket wont work If you are using the ServiceNow OOB email account to receive the emails.

This is due to the emails sent from a ServiceNow instance has a email header "X-ServiceNow-Generated:true" . I.e., If a ServiceNow instance receives the email sent from another instance it will set the type of that email to Ignored and wont process any inbound actions for the email received. ServiceNow ignore these emails to stop e-mail loops happening from two instances.

You can try setting up forward rules from developer to automatically forward the emails  received from appstoreprod@service-now.com to your instance. (This might not be best approach but , I think this the only to achieve creating the tickets for emails received).

Please accept the solution and mark the answer as helpful if it helps.

Thanks,

Harsha Gummagatta

[Sree21]

I am aware of that and we have adjusted the OOB filter to process incoming emails from other service-now sources.

Before setting the forward rules, I have submitted a support case to see if there is any way to subscribe for those emails for a generic email address.