Monitoring Mailbox

[Clinton F]

Hi - I am very new to the applciation and have a question regarding mailboxes. Our HR Team have 4 mailbox they would like to monitor.

Is this possible and if so how long will this take to setup?

[sunilsafare]

Hi Clinton,

I am not sure about your question, but service now mail box and can explore by left nav System Mailboxes. We can monitor Inbound, Outbound and Administration in that. As per my understanding you need to manage outbound. You can create filters like to whom you need to monitor the mails.

[Clinton F]

Thanks for the reply.

What I am looking for is for SN to monitor 4 mailboxes for any new email that come and then do two action, either create a new call or update an existing call is one exists.

Also - what I would like is for SN to route any new calls to the correct group. For instance if I email Payroll then a new call will be created and automatically assigned to the Payroll Group.

[sunilsafare]

Then you need to go for Inbound email actions.

Hope below link helps.

Inbound Email Actions - ServiceNow Enterprise Wiki

[Tom Alday]

You will need to use Inbound Email Actions like someone else mentioned. Also, ServiceNow can't really "monitor" an external email. What you would need to do is on those HR/Payroll email addresses create a forwarding rule that forwards new email to the ServiceNow instance email address (<InstanceName>@service-now.com) and then have your Inbound Email Actions trigger off that incoming email to create tickets.