Monitoring Mailbox for Incoming Replies

[benb1]

Hi,

We recently moved to ServiceNow from RemedyForce. When we had Remedy running, it was able to monitor a mailbox in our domain, i.e. help@ourdomain.com for incoming messages. This meant people could email the mailbox to automatically raise a ticket, or when emails were sent out from the Remedy web portal, they went out with a reply address of help@ourdomain.com so when people replied, the responce was automatically appended to the ticket notes, as long as the subject, which had the ticket number, wasn't modified.

However, it appears this doesn't work the same in ServiceNow. I've been told that it can't monitor a mailbox in our domain, and instead we have to setup a rule to forward email from help@ourdomain.com to ouraccount@servicenow.com? Is this correct? Or is it possible for ServiceNow to monitor an external emaila ddress? i wouldn't have thought it would be very hard to setup, just provide the server details, email address, username & password similar to how Android/iPhones pick up email, and have some rules running which process new messages?

Any help or advice would be appreciated!

Thanks

Ben

[Uncle Rob]

I've never pushed too hard getting ServiceNow to check a mailbox on your domain, but I don't think that's a possibility.   I guess I've always had the privilege of working with email folks who set up the rule to duplicate mail directed at address@mydomain.com to instance@service-now.com.

On the *send* side however... far easier.   Each notification (on the advanced view) allows you to specify both an address and alias to Send from.

[Thijs Daemen]

Hi Ben,

I think the Email Accounts - ServiceNow Wiki plugin would be able to achieve something similar to your requirements.

We've used it in the past and it works very well. Do keep in mind the limitations though.

From the wiki:

3 Additional Email Accounts 

This plugin is designed to be able to process emails that are sent to multiple mailboxes. Each instance comes with one mailbox, which resides on the ServiceNow email architecture (for example, @service-now.com). Any additional mailboxes you want to have checked by the ServiceNow application will be outside of ServiceNow (for example, @yourdomain.com, @gmail.com). Your internal IT or email team should be able to create the additional mailboxes on your corporate internal email architecture. There may also be network changes necessary to allow the ServiceNow application to connect to your internal email architecture on the necessary POP3 or IMAP ports.

[benb1]

Hi Thijs/rfedoruk,

Thanks for the replies!

This information helps a lot. I will forward to our Service Now backend team, and see if we can get it to check the mailbox. As we're using Office 365, I'm assuming we'll have to enable POP3/IMAP, rather than Exchange ActiveSync protocol?

Thanks

Ben