Email

[SoniShaily]

How can I send an email to a ServiceNow instance when the "Email Sending Enabled" system property is turned off?

I'm working in a ServiceNow instance where the "Send" system property (glide.email.smtp.active) is currently disabled (set to false). I still need to trigger or simulate an inbound email to test email actions or inbound email processing logic.

Is there a way to send or simulate an inbound email to the instance under this condition, or is there an alternative approach to test email processing when outbound email sending is turned off?

Any suggestions or best practices would be appreciated!

[Sandeep Rajput]

@SoniShaily You can manually create a record in sys_email table, this should trigger your inbound email action.

[Rushi Savarkar · Accepted solution]

Hello @SoniShaily 

Here’s how to do it:

• Create or find a reference email that was previously sent by the system (this email includes a unique REF message ID).
• Copy the REF message from the body of that email (e.g., REF:MSG1234567).
• Open your personal email (like Gmail or Outlook) and start a new message.
• In the email body, paste the REF message exactly as it appeared.
• Send this email to your instance's inbound email address, usually like yourinstance@service-now.com.

This lets the instance recognize the incoming email as a reply or related to a previous message—even if sending from the instance is disabled.

Let me know if you'd like a visual step-by-step or example email!

[GlideFather]

Please, go to Email diagnostics, it can give you valuable overview:

[Dr Atul G- LNG]

Hi @SoniShaily 

No, there isn’t any other way to do this unless you do it manually, as suggested by @Sandeep Rajput