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   

[SanjivMeher]

Yes. You need to talk to you messaging/exchange team to create a mailbox for HR.

Now that mailbox will have your company domain, for ex hr@yourcomany.com.

Also you mayn't need to create one if your HR team already have an hr email id.

You will have to set up a rerouting rule on that mailbox, so that any email received on hr@mycomany.com is sent to yourinstance@service-now.com.

Then update the property to hr@yourcomany.com instead of hr@<instance_name>.service-now.com.

Then test your email integration.