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.

[Bchaudhary]

@J Siva  Do you know how it is setup at mailbox side ? Is there any integration between ServiceNow and Mailbox Outlook? Or something else

[J Siva]

@Bchaudhary  

It's not an integration; it's just an auto-forwarding configuration in Exchange. The Exchange team should set the auto-forwarding rule on that particular mailbox with the ServiceNow instance email ID.

[J Siva]

https://learn.microsoft.com/en-us/microsoft-365/admin/email/configure-a-shared-mailbox?view=o365-wor...

[Bchaudhary]

Thanks, waiting for ICT to check if they have any setup