Inbound Email Action for Creating Change Requests

[Saurabh Bhoi]

Hi All,

I have a requirement where the client is asking to create an inbound email action to automatically create a change request when a particular user receives an email with a keyword like "change." However, as per my knowledge, we cannot directly target a specific user's email for inbound actions.  

The client suggested adding that particular email to ServiceNow using POP3. I have a few questions regarding this approach:  

1. If we implement this, will it affect the existing email configuration or functionality in the system?  

2. Can we configure more than one POP3 email account in ServiceNow for receiving emails?  

3. Is there a better alternative to achieve this without impacting the current setup?  

Please suggest the best approach to handle this requirement.  

[Ravi Chandra_K]

Hello @Saurabh Bhoi 

Please refer the below doc 

https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/notification/c...

2. Yes, you can have multiple POP3 email accounts.

3. Can an API setup be used for creating Change.? (If you have any external system), rather than setting up inbound email, I would prefer API that creates Change requests.

Please mark the answer as helpful and correct if helped.

Kind Regards,

Ravi Chandra 

[Anand Kumar P]

Hi @Saurabh Bhoi ,

 Impact on Existing Setup: Adding a new POP3 account won’t affect current email functionality if configured properly, but misconfiguration may cause issues.

Pop3 Multiple Accounts: ServiceNow supports multiple email accounts with separate rules.

Better Alternatives:Consider Rest API integration to create records.

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand