Emails sent to SMTP mailbox not reaching the instance

[AurelioLT]

We have configured our own SMTP server, notificacion@favorita.com, from which ServiceNow emails are sent.

When a user replies to this mailbox, the emails do not reach the ServiceNow instance, but they do reach the notificacion@favorita.com mailbox. How can I ensure that the emails reach the ServiceNow instance?

Before configuring our own SMTP server, the emails did reach the ServiceNow instance.

[Rafael Batistot · Accepted solution]

Hi @AurelioLT 

In ServiceNow, configuring a custom SMTP server only affects outbound email. Inbound email is handled separately, and that is why replies stopped reaching the instance..

This might help you

https://www.servicenow.com/community/csm-forum/how-to-setup-new-email-accounts-to-service-all-the-in...

[Rafael Batistot · Accepted solution]

Hi @AurelioLT 

In ServiceNow, configuring a custom SMTP server only affects outbound email. Inbound email is handled separately, and that is why replies stopped reaching the instance..

This might help you

https://www.servicenow.com/community/csm-forum/how-to-setup-new-email-accounts-to-service-all-the-in...

[AurelioLT · Accepted solution]

Hi Rafael,

Thanks for your help, the link you sent was very helpful.

[Laveena-Agarwal]

Hi @AurelioLT 

Have you checked email connectivity?