Reception of emails in the instance

[Mario Preciado]

Hi, good afternoon. I am trying to receive emails on my ServiceNow instance to create tickets, but I noticed that when conducting tests, the emails do not arrive at the instance.

If you are accepting the reception of emails from addresses registered in the user table, but not from external emails that are not registered in the users.

We are currently using the Tokyo version, and email reception and sending are active.

Could you provide some guidance on this matter?

[Ravi Chandra_K]

Hello @Mario Preciado  

Greetings!

you can trouble shoot receiving inbound emails.

refer below support docs:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0520595

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0523573

also refer:

https://www.servicenow.com/community/developer-forum/inbound-emails-are-not-received-in-my-personal-...

https://www.servicenow.com/community/developer-forum/email-receiving-is-non-operational/m-p/1623743

servicenow.com/community/developer-forum/email-sending-is-non-operational-and-email-receiving-is-non/m-p/1599854

please mark the answer as helpful and correct if helped.

Kind Regards,

Ravi Chandra

[Mark Roethof]

Hi there,

Have your verified if the emails are in the sys_email table, though perhaps state ignored or something? Or are the emails not being received at all?