Hi Everyone.
Every now and then , everyone of us touched or worked upon email integration with ITSM Tool. Here lets focus only with ServiceNow but the base principal remains same even if you are using BMC Remedy or sth else.
Basic Email Set Up
Pre-configured email accounts to connect to ServiceNow mail servers. An SMTP account sends email to your primary Mail Exchange (MX) server from your instance email address of instance@service-now.com. A POP3 account receives email sent to your instance email address of instance@service-now.com.
This Set up I hope every one know.
Second is You send to email to some functional mailbox and needs that to land to ServiceNow to create or update tickets.
Here we can do a forward rule on functional mailbox because the mails will then be classified as FWD.
so what to do
Best Practice is WIth the help of exchange team apply a redirection rule to a transient mailbox which will transfer the email as-is.
1) Add a transient mail box which should be on O365 as ServiceNow is cloud based tool. Configure the Pop3 account of that transient mail box to pull the mails .
2) Now write an Inbound action to rule to identify the Recipient and map the target table accordingly.
additional Email properties.
Follow the below link
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/reference-pages/reference/r_AdditionalProperties.html
How the inbound emails gets processed, link below
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/concept/inbound-action-processing.html
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/concept/inbound-action-processing.html
Most of the things are available in docs but we tend to miss it since it is scattered.
One more important , there is guest user id in any ServiceNow instance. Never ever change that.
All authentication in System whether email or Login is done via guest user . if that is screwed up , then you are in a big mess !!
Please don’t forget to mark helpful ,bookmark this article
