Hi All,
We are planning to implement a two-way email integration between two ServiceNow instances (Instance A and Instance B) using Inbound Email Actions and Outbound Email Notifications.
Business Requirement:
In Instance A:
When an Incident is assigned to the “Network Team” assignment group, an email should be sent to Instance B with all required details (incident number, short description, description, priority, comments, etc.).
In Instance B:
A corresponding Incident should be created based on the received email.
When users in Instance B update the ticket (comments/work notes/state), an email should be sent back to Instance A.
Instance A should identify the original Incident and update it accordingly (comments/work notes/state).
Current Challenge
We are trying to implement and test this integration in TEST instances first.
However, in Instance A – Test, email sending and receiving is globally disabled to avoid test emails being sent to real users.
Now we have a specific requirement:
- Allow ONLY emails between Instance A and Instance B
- Do NOT enable general email sending/receiving
- No other external or internal emails should be sent or received
1.Is it possible to restrict email sending and receiving in a Test instance to ONLY a specific email address or domain (Instance B)?
2.Are there any best practices or patterns ServiceNow recommends for instance-to-instance integration using email?
Please let us know your valuable suggestions.
Thanks in advance.
