Auto Forwarding from Shared Mailbox to ServiceNow

[Bchaudhary]

Hey all,

We have shared mailboxes and any emails to them is redirected to ServiceNow and cases have been created. Now, we suddenly, stop receiving these kind emails. I have checked all email accounts and connections, logs everything looks perfect from ServiceNow side.

Also, checked if I provide ServiceNow instance email address in CC/To while sending email to those shared mailboxes, Its working. 

Moreover, reached out to Mailbox support team and they are saying that there is no forwarding on this mailbox now or in past. 

So How can I look into its root cause.

[J Siva]

Hi @Bchaudhary 
Since the mailbox support team is saying that auto-forwarding hasn't been configured, if you're sure it was configured in the past, then check the old email logs in ServiceNow with your shared mailbox email ID in the recipient list and share those email logs with them. I believe the issue is not related to ServiceNow.
Regards,
Siva

[Bchaudhary]

Hey @J Siva,

You mean header in email ? where it is mentioned all To/From/Return Path/Delivered to ?

[J Siva]

@Bchaudhary Nope. PFB

If the email has been forwarded from the shared mailbox, then the recipient list must contain the mailbox email ID.

[Bchaudhary]

@J Siva  Yeah, It is there with only mailbox email address and also contains name of Sender in User field.