Is there any way ServiceNow can receive Emails sent to External Mailboxes without getting routed by Exchange ?

[devikas]

Dear All,

I want to know if there exists any such configuration which can allow ServiceNow to receive Emails triggered to an external Mailbox and then execute the Inbound action for ticket creation without asking the email exchange team to get the mails routed to ServiceNow. To explain it better I am trying to explain with an example below.

An Email is sent to a mailbox abc@test.com. How can ServiceNow receive this mail?

We have an Inbound Action in ServiceNow to create a request when there is a mail with the recipient as abc@test.com

Any thoughts or guidance will be appreciated.

Thanks,

Devika Shukla

[Michael Jones - · Accepted solution]

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!

[devikas]

Thanks Micheal.

It worked.