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]

and email address - is not of ServiceNow? 

Is my understanding correct?

[Sunny14]

That is correct. The email address where Users send their issues is NOT ServiceNow instance email.  Please advise steps what needs to be done by Exchange Team. 

Thanks.

[ASA5 · Accepted solution]

You could add a mail account with POP3 or IMAP. See “inbound email account”.

Then Servicenow will retrieve emails from this account and  you will find them under emails as reveived.

you can also add an inbound action to manipulate the emails and create incident.

[Sunny14]

Hello @ASA5 

I liked your suggestion. This is a good work around. 

Thanks. 

[Gummagatta Hars]

Hi @Sunny14 ,

This requirement can be achieved using the outlook forward rules. The team / user having access to the DL /email can setup a forwarding rule in the outlook to automatically forward the email received to the DL to ServiceNow email address. Refer for more details regarding forward rules - https://support.microsoft.com/en-us/office/use-rules-to-automatically-forward-messages-45aa9664-4911...

There might be some security policies applied  in your organization which will restrict the mail from being forwarded to the ServiceNow email address which is external to the organization, this issue can be resolved by reaching out to internal email services team for whitelisting / create a allow rule in email servers.

Let me know in case if you have any further queries.

If the solution shared works for you, please "Accept as Solution" and mark " Helpful." 

Thanks,

Gummagatta Harshavardhana