Can we use multiple inbound email addresses for incidents

[tom22]

Not sure this is the right forum for this question... if not sorry...

We are moving from ConnectWise to SNOW Fuji.

In ConnectWise we have a couple different email addresses that are used for our customers to create incidents/tickets.   Used for Incoming Email to an Inbound Action Type.

I see in SNOW it has a default email address of companyname@service-now.com.

Can I add additional email addresses like we have in ConnectWise, e.g. companyname@domain.com?   Instead of forwarding companyname@domain.com to companyname@service-now.com?  

When we use forwarding don't we loose the header feature and options for inbound action types?

Thanks,

Tom

[sergiu_panaite]

Hi Tom,

This would require a change on your side. See following wiki article for more information:

Configuring Email - ServiceNow Wiki

Regards,

Sergiu

[TrevorK]

We are doing what you want and we use forwarding.

We have 20-30 emails addresses that are configured in Office365 to forward their messages to OURINSTANCE@service-now.com. It is able to fully distinguished between new emails, replies and forwards. It also retains the header. We then use a script such as this in our Inbound Actions to handle what to do with the messages based on who they are from (for example, one team looks after emails from 10 different addresses, whereas other groups only look after emails from 1 email address).

This is what the script looks like in the Inbound Action:

email.direct.toLowerCase().indexOf('EMAIL_ADDRESS@yourdomain.com') != -1 || email.copied.toLowerCase().indexOf('EMAIL_ADDRESS@yourdomain.com') != -1

I am sure there are other possible setups, we just found this the easiest way to setup at the time and have not explored any other alternatives. If you have any questions just let me know!

[tom22]

Thank you both for your responses, I'm working on them now... Great Stuff!

[MiroslawM]

Just to clarify: Each of those 20 emails creates a separate incident through one inbound action?