HRSD – Inbound Email Actions: Two-Way Email Communication with External Users
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34m ago
Hello Everyone,
We are looking for recommendations on implementing an email-to-case solution in ServiceNow HRSD with two-way email communication for external users.
Our current setup and requirement:
We want emails sent to a designated HR mailbox to be automatically converted into HR Cases.
Our ServiceNow instance blocks incoming emails from external email addresses due to security concerns (brute-force attack prevention).
As a workaround, we forward emails from our HR mailbox to the ServiceNow instance email address. This successfully creates HR Cases through Inbound Email Actions.
HR agents can respond to external users using the email client within the HR Case, and outbound emails are delivered successfully.
The challenge:
When external users reply to an email, their responses are sent back to the ServiceNow instance email address.
These incoming replies are blocked by the existing instance-wide email restriction.
Consequently, replies are not added to the existing HR Cases, preventing two-way email communication.
The platform/security team is unwilling to relax this restriction specifically for HR, as it applies across IT, Finance, Facilities, and HR.
Why this is important:
HR regularly communicates with external stakeholders, including vendors, candidates, and former employees, who may not have active ServiceNow accounts. We need a seamless way to manage these communications through HR Cases.
Looking for recommendations:
Is there a way to enable two-way email communication for HRSD without removing the instance-wide external email restriction?
Can we use a dedicated inbound email address, Exchange Online mail-flow rules, or an intermediary mailbox to securely receive and route external replies to ServiceNow?
Is there a supported approach to preserve the original sender information and email thread, using ServiceNow email watermarks or record identification, so replies are automatically associated with the correct HR Case?
Any suggestions, recommended architectures, or examples of similar implementations would be greatly appreciated.
Thank you!
#HRSD #InboundEmailAction #EmailIntegration #EmailToCase #ExchangeOnline #ServiceNowSecurity #HRServiceDelivery #Champions Community forum
