Emails sent to SMTP mailbox not reaching the instance

AurelioLT
Tera Contributor

3 weeks ago

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.

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2 REPLIES 2

Rafael Batistot
Kilo Patron

3 weeks ago

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...

 

 

 

If this response was helpful, please mark it as Helpful and, if applicable, as Correct, this helps other users find accurate and useful information more easily.
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Laveena-Agarwal
Mega Sage

3 weeks ago

Hi @AurelioLT 

Have you checked email connectivity?

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