Incident Notification Email Reply to

[Yee Man Chun]

Hi All,

We have different functional in the organization will use the incident management. The default inbound and outbound email configuration we have configured as servicenow@company.com. This will be the primary ServiceNow instance email to accept the request.

For IT Department we will use servicenow@company.com to receive and reply to the incident.

In Additional, we do have maintenance department would like to use the incident management. Let say the email we will set to example maintenance@company.com. All the email sends to maintenance@company.com will create an incident. Same things, if the maintenance team agent reply from the ServiceNow portal, it should reply from maintenance@company.com to the caller and follow by if the caller reply back the incidents, it will reply to maintenance@company.com.

This is the settings that we have done from backend to achieve our requirement.

1. Set the email forward from maintenance@company.com to servicenow@company.com in our exchange.
2. Create a notification (name as: Maintenance Incident commented), when to send, Condition for assignment group (Maintenance Team), What will it contain, from maintenance@company.com, reply to maintenance@company.com.
3. 
   

How is the things work right now.

1. caller send to maintenance@company.com. system will generate a incident record.

2.Agent from assignment group Maintenance team reply, the notification will trigger accordingly the mentioned on above (will trigger Maintenance Incident commented) notification.

3.Caller can receive the reply from ServiceNow instance from the email maintenance@company.com.

1. Take note here is the roadblock. Whenever caller reply back to the incident by click on reply to, the email will goes to servicenow@company.com instead of the maintenance@company.com.

Please advise why the emails is not goes back to maintenance@company.com as we have set the notifications reply to maintenance@company.com.

[Tony Chatfield1]

Hi, have you checked your ServiceNow sent email to confirm the From and Reply to values in the message header?
Are you sure the correct notification was triggered\the correct email sent?

[ethancargio]

It sounds like you have already made some progress in setting up your email configuration for incident management in ServiceNow. To further achieve your requirement, you can follow these steps:

1. Create a new inbound email action in ServiceNow to handle emails sent to maintenance@company.com . You can do this by navigating to System Mailboxes > Inbound Actions, then click New. In the form, specify the email address and other relevant settings, such as the assignment group and any conditions for creating incidents.

2. Set up the outbound email configuration for maintenance@company.com . You can do this by navigating to System Properties > Email > Outbound, then add a new SMTP server for maintenance@company.com . You may also need to configure the email notifications for the maintenance team to come from maintenance@company.com  instead of servicenow@company.com.

3. Test the email configuration by sending an email to maintenance@company.com  and verifying that it creates a new incident in ServiceNow. Also, verify that any notifications sent to the caller come from maintenance@company.com  and that their replies are sent to the same address.