MS Graph for Email integration

[Ryan S]

Can anyone point me to step-by-step instructions for configuring an email integration with MS Graph? We need inbound and outbound email so ServiceNow is able to read the email to generate tickets and also pass outbound notifications back through the SMTP server (not using ServiceNow's).

[Tim Grindlay]

Unsure about a guide but we've done it through exchange. We have an Exchange inbound mail flow rule that redirects all email sent to a ServiceNow mailbox on our domain to the ServiceNow instance mailbox. For the outbound we just connect the mailbox using instance mail accounts and the "Email: OAUTH support for IMAP, Microsoft Graph (Receiving), and SMTP" plugin. There are instructions on how to set that up. If using Exchange Online note there are sending thresholds of 10k recipients per day that can be increased to 50k upon request to MS.

[Thomas82]

Hi Tim,

Thanks for sharing your insights. I was wondering if you could elaborate more on the outbound with Microsoft Graph.  I only see type "Miscrosoft Graph(receive)" in the options for email accounts. 

Thanks!

[Tim Grindlay]

Have a look through the documentation for email administration. Particularly the "Activate the OAuth email authentication plugin" 

Once you have this installed you can add a new email account and connect via Oauth to your exchange account. Once that's done, disable the default ServiceNow SMTP email account as you can only send from one.

You can add multiple inbound email accounts using IMAP or POP3 the same way. ServiceNow will connect to the account and retrieve the email. We've used both transport rules to redirect email to the ServiceNow instance and IMAP connections to retrieve email from specific accounts.