Instance name and email address changes

[attanhes]

I have a question related to how the responses handle by the instance after the change the email address.

User case:
Currently , when a customer replies to an incident notification, the email is sent to XYZ@service-now.com and response fetch to corresponding tickets via inbound action.

After the instance email changed to ABC@service-now.com. what will happen to replies sent to the old address?

Is it possible to have multiple email addresses for an instance, so that old and new email responses handle simultaneously by the instance.

Alternatively, is there a way to route emails within the platform so that messages sent to the old address are forwarded to ABC@service-now.com and processed correctly?

[Dr Atul G- LNG]

Hi @attanhes 

After the instance email changed to ABC@service-now.com. what will happen to replies sent to the old address?

Is it possible to have multiple email addresses for an instance, so that old and new email responses handle simultaneously by the instance.

Atul: NO, as per my knowledge, we cant have more than 1 email address in Instance.

Alternatively, is there a way to route emails within the platform so that messages sent to the old address are forwarded to ABC@service-now.com and processed correctly?

Atul: I think is no way, other than informing user to use the new email id, but in this case it will create new incident. 

@Sandeep Rajput  @Anurag Tripathi @Mark Manders your inputs please.

[Mark Manders]

Are you renaming your instance and because of that changing the email address? Because if it is really the ServiceNow email that is changing, there is only one and the old one will be in the air for a short while (up to 7 or 14 days, but it could have changed, because my last rename has been a while ago). After that, the emails are lost. There is no redirecting, no forwarding, nothing. 
Depending on when you are doing this, it may be good to already announce it in the email signatures, or something like that. With a name change, you need to communicate upfront, so include the email in this.

[Sandeep Rajput]

@attanhes An instance can have one email address at a time. You can create a support case with ServiceNow to check if there is a way to forward the email from the old email address to the new email address. 

[attanhes · Accepted solution]

Thank you, everyone. We have changed our organization’s name, which is the reason that we are changing instance name email address.

ServiceNow has informed us that they only provide email forwarding for 30 days; after this period, any emails sent to the old address will be lost.