Unable to get emails from third party domains

iafaqkhattak
Tera Contributor

‎05-03-2024 09:02 AM

I'm unable to get emails in the logs from third-party domains. For testing, I put Outlook in the email properties, and I was receiving the emails. However, when I put another domain like 'developers.com' in the email properties, I wasn't receiving emails in the logs either. SMTP and POP are working.
Do you have any solution for that?

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Brian Lancaster
Tera Sage

‎05-03-2024 02:00 PM

Default ServiceNow will ignore email if the email address is not associated with an account. You need to set this property to true otherwise.

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Sumit Pandey3
Tera Contributor

‎05-03-2024 02:34 PM - edited ‎05-03-2024 02:35 PM

Here's a breakdown of why you might not be receiving emails from specific domains in ServiceNow, along with troubleshooting steps:

1. Inbound Email Actions

  • Filtering/Blocking Rules: Check if you have any Inbound Email Actions that might be filtering, deleting, or blocking emails based on specific criteria (sender domain, subject, content, etc.). Disabling relevant actions temporarily can help isolate the issue.
  • Domain Whitelisting: If ServiceNow's security settings are strict, you might need to whitelist the 'developers.com' domain explicitly in the Email Properties or any related whitelist configuration.

2. Email Server Configuration

  • Spam Filters: Verify that your email server is not treating emails from 'developers.com' as spam. Check any spam or quarantine folders on your mail server.
  • Firewall Rules: Ensure that any firewalls in place are not blocking incoming emails from the 'developers.com' domain. You may need to adjust firewall settings.

3. DNS Issues

  • MX Records: Verify that the MX records (Mail Exchange records) for the 'developers.com' domain are configured correctly and point to the right mail server. Incorrect MX records can prevent email delivery.

4. Sender Configuration

  • SPF Records: The 'developers.com' domain should have an SPF (Sender Policy Framework) record set up in its DNS to authorize which servers can send emails on its behalf. This helps prevent spoofing and increases delivery success.
  • DKIM: DKIM (DomainKeys Identified Mail) is another email authentication feature. 

Specific Settings to Check in ServiceNow:

  • System Properties > Email Properties: Review all settings here, including any domain-level whitelisting or blacklisting.
  • Inbound Email Actions: Search for actions with names like "block" or "filter" that might be interfering with emails from 'developers.com'.

Additional Tips

  • Engage the Other Domain: If possible, reach out to the IT team managing 'developers.com' to collaborate on troubleshooting. They might be able to see issues on their side.
  • Test with Alternate Domains: Temporarily try with a known good domain (like Gmail) to see if its working with other domains or not.
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