Setting up inbound email to create a case

[Sabrina10]

This may be a very basic question, but can someone explain to me how to use the 'sn_hr_core.hr_email' property to create cases.

The Inbound action indicates that if the recipient contains the value in this property, then a case will be created.   However, when I send an email to the default value that is in that field, hr@<instance_name>.service-now.com, it bounces back as undeliverable.   

If the recipients of the email include both the standard email for the instance and the value in that property,  i.e. <instancename>@service-now.com;hr@<instance_name>.service-now.com, a case will be created and I get a bounce back for the hr email address.  This proves that the Inbound action is working.

Is there a setup step that I've missed in the instance to allow for multiple email addresses to be used on the instance for inbound emails?

TIA

Sabrina   

[Prateek kumar]

May be this is the property that decides when to convert an inquiry to a case.

https://docs.servicenow.com/bundle/london-hr-service-delivery/page/product/human-resources/task/t_HRProperties.html

[Sabrina10]

Interesting, I hadn't run across that property.   Thanks for the information, but that did not solve the problem I'm facing with setting up a secondary email address to send to the instance.    

I do think I've missed something in the setup of email addresses that are used by the instance.

[SanjivMeher]

Do you have any such email account hr@<instance_name>.service-now.com? So you will get undelivered message.

You should ideally be creating a mailbox and use the email associated to that in that property. Also set rerouting of email from that mailbox to your standard servicenow email address

[Sabrina10]

That is what I wanted to confirm - so I need to engage my Messaging team to create a mailbox with that name and then create an email account in SN that connects to it?