Exchange configuration for inbound email action

[Sunny14]

Hello Experts,

We have requirement that user send an email to a DL/Email and we need to create an INC in ServiceNow

Is there any documentation/steps for what kind of configurations are needed for Exchange Team for this requirement? 

Please advise.

Thanks. 

[Dr Atul G- LNG]

Hi @Sunny14 

You mean a user send email to SN and you want an incident get created , if yes then solution is INbound action

https://youtu.be/HJXm40VKrLA

ON PDI , email are restricted so inbound / outbound will not work.

[Sunny14]

Hi @Dr Atul G- LNG  

Not like that. User is sending an email to designated DL (Not to ServiceNow Instance) and that should trigger Inbound email to ServiceNow (Our Prod instance) so INC is created after that. So we need to tell Exchange Team to configure such mapping. (But don't know exactly what steps) 

Yes I am aware that this functionality is restricted in PDI now. 

Thanks Atul for prompt reply.

Thanks.

[Dr Atul G- LNG]

Hi @Sunny14 

Not like that. User is sending an email to designated DL (Not to ServiceNow Instance)

Atul: Means user sending email in format to lets stay DB DL.

and that should trigger Inbound email to ServiceNow (Our Prod instance) so INC is created after that.

Atul: and from there a email go to SN to create Incident? In this case you want this step to automate?

So we need to tell Exchange Team to configure such mapping. (But don't know exactly what steps) 

[Sunny14]

Yes @Dr Atul G- LNG  

User is not sending email directly to ServiceNow instance. They have been given an email address to report all issues. And these should create an INC