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

[Dlam]

Came across this post 9 years later when I was searching for post to fulfill a similar request raised by our business users.

I already set up Inbound Email Actions to cater emails being sent to ourinstance@service-now.com to automate creation of a request or incident with the email body text populated in Description.

I wonder what is the better practice:

1) get business users of various team (cyber security, license office) to forward emails to ourinstance@service-now.com to trigger the Inbound Email Actions, or

2) configure multiple email accounts in ServiceNow (need to raise case with Support?) and update the Inbound Email Actions where the To condition with the designated email address, such as cybersecurity@companydomain.com or licenseoffice@companydomain.com?

Thanks in advance for any input.

[TrevorK]

What we do is create mailboxes within our Office 365 instance. That way the mailboxes are branded with our company domain and a part of our address book. We instruct people to send emails to these mailboxes, and we have configured each of these mailboxes to redirect to ServiceNow on our email server. The Inbound Actions in ServiceNow see what mailbox the message (example: helpdesk@ourcompany.ca) was sent to and execute a specific Inbound Action for each one (example: what group to assign it to). 

This aligns best with your option 2, except there is no intervention required by ServiceNow itself. You will configure the mailboxes in your environment to redirect to companyname@service-now.com and your Inbound Action then handles what to do for each address that is redirecting to it.

We do not disclose our companyname@service-now.com email address to any users. We want to take advantage of our company branding and not force people to think about who they are emailing. Every email is to mailbox@ourcompany.ca.

What is initially confusing for most is "if you forward the message how does ServiceNow know where it came from?". That's why I use the term "redirect". Redirecting a mailbox allows the original message to be intact, forwarding means that we replace the "From" address similar to you manually forwarding a message. We set the redirect at the mailbox level by asking one of our email admins, but a user could create their own rule to do it. We found users confused redirect and forward too often, so we just do it for them 😉

I hope that helps! Any questions please let me know.

[Dlam]

Thank you for the detailed and helpful reply.

Actually, we do not advise staff of ourinstance@service-now.com either but the servicedesk@companydomain.com. 

It is definitely safer to have one email account for triggering the actions, at least the incoming emails will be screened before the redirect is launched.

I will edit the Inbound Email Action to be triggered with various email address in From field and leave the condition To as servicedesk@companydomain.com only.