Inbound email from outside of the platform

[lando321]

Hi,

My instance name is www.firestarter.service-now.com, i would like to create an incident when an email is sent to techsupport@firestarter.com, is this possible? What configuration needs to take place, ive added a trusted domain, but when i send the email, nothing comes into the platform, inbound receiving is also on.

I've searched in a few spots and have not found a definitive answer.

[Saurabh Gupta]

Hi,
You need to make sure the email that is coming to "techsupport@firestarter.com" should forwarded to instance@service-now.com then only inbound action will trigger.

[sarat_mavy · Accepted solution]

Hello, 

To setup this, Please talk to the mailbox owner or tech team in your organization who owns techsupport@firestarter.com Mailbox. 

They(Tech team) have to setup an email forwarding rule from that mailbox to your instance email id which is something like firestarter@service-now.com.
Please start this with your dev environment or test environment first. i.e., ask your IT team to set an mail forwarding rule to firestarterdev@service-now.com.

Once this is done, you will receive emails to your servicenow instance. To create incident from these emails, please create a inbound action in servicenow and enable email receiving in your instance.


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