Inbound Email for external email DL in servicenow

[aaddgg454]

Hi All,

We have an requirement that I have been trying to resolve and I do not know if this is possible in SNOW or not.

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Requirement:

Our customer have a DL (abc@xyz.com) and our SNOW instance out of the box DL (ITServiceDesk@servicenow.com). So is this possible that if I can write a inbound email if someone is sending email To (abc@xyz.com) then a SR will create in my ServiceNow instance and it will replicate the following as below.

Requested by - From (Who sent the email)

Short Description - Subject

Description - Body of the email

etc.........

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As per my knowledge the inbound email is working only for the out of the box email in my case i.e, (ITServiceDesk@servicenow.com) , I have no idea if we can configure it to other DL's as well.

Can anyone help me on this!!

Thank you

[Hemanth M1]

Hi @aaddgg454 ,

Inbound triggers when an email is sent ServiceNow intance email address in your case "ITServiceDesk@servicenow.com" please verify if its correct under Email Account>ServiceNow SMTP> User name

Then set up email redirect on DL (abc@xyz.com) to send emails to your instance email address, write a inbound action/inbound flow to parse this info to create request (use cart api create request)

i.e

DL (abc@xyz.com)---->Email redirect to -->your instance email address-->Inbound actions(based on subject,parse email)-->Use cart api to create request and set values from received email on to the request.

Hope this helps!!!

[aaddgg454]

Hi Hemanth,

Thank you for your valuable inputs, can you provide me some docs or any other useful links to configure above because this is something new to me.

[Hemanth M1]

Sure,

Email redirect should be done by DL owner check with DL owner to configure.

Configure inbound emails:

https://docs.servicenow.com/bundle/xanadu-platform-administration/page/administer/notification/refer... 

https://www.youtube.com/watch?v=0rmDoHmAuG0 

https://www.servicenow.com/community/itsm-forum/creating-ritm-using-inbound-action-and-cart-api/m-p/... 

let me know if any questions