As I've mentioned, you can create multiple POP3 Email Accounts within ServiceNow - as many as you want to configure. Any accounts that you configure, ServiceNow will read the emails that come into that account and will process them using whatever inbound actions you have configured. Each email, from each account, would be evaluated against each inbound action that you have active.
ServiceNow automatically deletes email from a mailbox that it reads from; this isn't something that can be configured within the instance. This prevents you from reprocessing the same emails over and over.
Some email systems have configuration that would override ServiceNow's default behavior: for example, in gmail, you have this setting:
With that setting, a copy is left in the inbox. So this might be something you can configure on the client-side.
An alternative would be to configure a rule on the mailbox to automatically place a copy of new messages in a folder other than the inbox. I've seen that used in a few scenarios.
Hope this helps!
If this was helpful or correct, please be kind and click appropriately!
Michael Jones - Proud member of the CloudPires Team!
ServiceNow does have the ability to read email directly from a mailbox using either IMAP or POP3. The challenge there is that most organizations will not have IMAP or POP3 accessible via the internet by default. You would likely need to have the network/firewall team whitelist the integration IP's for your instance in order to make a connection. I've set this up a few times and it is almost always an arduous task actually making the connection.
As an example, you can set this up using a gmail account (you would have to adjust the settings on the account to allow less secure connections):
Under System Mailboxes > Email Accounts you'd configure a record similar to this:
One important caveat: ServiceNow will delete messages that it reads from the inbox you configure! So, either create a new account if you want to do testing or be sure you don't have anything you will miss in the inbox!
I've also setup POP3 using an office 365 exchange account as that was accessible via the internet (just as an FYI).
Hope this helps!
If this was helpful or correct, please be kind and click appropriately!
Michael Jones - Proud member of the CloudPires Team!
Devika,
When you say that POP3 is already enabled for your customer, do you mean the default POP3 account that comes with the instance "ServiceNow POP3"?
ServiceNow will permit you to configure as many POP3 accounts as you would like.
For example, in my own PDI, I use the default ServiceNow POP3 and a Gmail account at the same time. Email sent to either the standard address for my PDI, or the Gmail account I'm using, will be received and processed by the instance.
Hope this helps!
If this was helpful or correct, please be kind and click appropriately!
Michael Jones - Proud member of the CloudPires Team!
Hi Micheal,
Yes I think its the default POP3 account. I want to know how I can make my servicenow instance to read mails from mailboxes and also not delete the mails that it had read and then process the inbound action.
