question EMail to Incident creation in Developer forum

EMail to Incident creation

Nageshwari P — Mon, 21 Jul 2025 07:40:59 GMT

Hi Team,

Currently, I am learning to send email to PDI instance and based on that to create an incident ticket.
I have configured the flow as well.

I am sending an email to PDI instance (devxxx@service-now.com and devxxx@servicenowdevelopers.com) for both the email IDs. But unable to receive the email in PDI.

I have enabled the inbound emails from Email properties.

Created a user record based on the email sender details.

Can you please help to achieve this task?

Best Regards,

Nageshwari P.

Re: EMail to Incident creation

Chaitanya ILCR — Mon, 21 Jul 2025 07:46:27 GMT

Hi @Nageshwari P ,

this no longer works you have setup you own mail account as the POP3 and SMTP (for sending and receiving email)

you can refer on how to do that

https://www.youtube.com/watch?v=ooVvKDX9vKQ

once you successfully complete that you can send emails to the setup email the instance will recieve them and process them

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

Re: EMail to Incident creation

Ankur Bawiskar — Mon, 21 Jul 2025 07:53:36 GMT

@Nageshwari P

PDIs don't support sending/receiving email, so you cannot test it in PDI

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: EMail to Incident creation

AniketC85155510 — Mon, 21 Jul 2025 08:04:47 GMT

Hello @Nageshwari P ,

This is a common roadblock while working with PDIs. Just to clarify — incoming and outgoing emails are disabled by default in PDIs due to security constraints. This change was implemented back in 2022. You can read more about it here:

🔗 ServiceNow Developer Blog – Sending Emails from PDIs

That said, there is a workaround if you're still looking to test email-to-incident functionality. It involves configuring a custom email account (like Gmail) within your PDI — though it's not officially recommended since your personal inbox contents will be exposed inside your instance.

If you're okay with that risk and want to explore further, here’s a detailed thread that explains the setup:

🔗 How to Configure Email Account in ServiceNow PDI

Here’s the original thread where this workaround was discussed in detail, thanks to @AndersBGS and @Dr Atul G- LNG for sharing it:

Inbound Email Action for PDI

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024

Re: EMail to Incident creation

Ehab Pilloor — Mon, 21 Jul 2025 08:09:05 GMT

Hi @Nageshwari P,

Incoming and outgoing emails are blocked due to security issues. There are few workarounds but Im not sure if it would work on Inbound emails.

Regards,

Ehab Pilloor

Re: EMail to Incident creation

Dr Atul G- LNG — Mon, 21 Jul 2025 08:19:10 GMT

Hi @Nageshwari P

Greetings!!

Email has been restricted in PDI due to security concerns, so it's no longer available out of the box. To test it in your PDI, you'll need to configure it using Google's SMTP server. The second link shared by @AniketC85155510 is valid and good to go. Just a word of caution: configuring your personal email in the PDI will bring all your emails into the instance. So if you're sharing your PDI with someone else, they’ll also be able to see your emails—please be careful.

Re: EMail to Incident creation

Dr Atul G- LNG — Mon, 21 Jul 2025 08:24:25 GMT

Hi @Nageshwari P

Do you have the server details, username, and password with you of your client? If this is a client instance, the email account setup is usually handled by ServiceNow at the time of instance provisioning.

Re: EMail to Incident creation

AniketC85155510 — Wed, 30 Jul 2025 07:53:14 GMT

Hello @Nageshwari P ,

Just wanted to check in to see if my earlier response helped you out or if you're still facing any issues. If your query is resolved, it would be great if you could mark my reply as helpful and accept it as the solution — that way it can also benefit others who come across the thread later.

Also, if you found any other responses helpful, feel free to mark those as helpful too. You can even accept multiple solutions if they contributed to resolving your issue.

Let me know if you need anything else!

Best regards,
Aniket Chavan
ServiceNow MVP 2025 | ServiceNow Rising Star 2024

Re: EMail to Incident creation

Uncle Rob — Wed, 30 Jul 2025 13:36:27 GMT

As others have mentioned... you can't send/receive anymore.
HOWEVER, that doesn't mean you can't test. PDIs still process records once they land in the internal email table.

What I do is I pick one of those records and modify it to contain the same subject/body I need to test with, and then set the email back to a pre-processed state.

Re: EMail to Incident creation

AniketC85155510 — Tue, 19 Aug 2025 12:38:52 GMT

Hello @Nageshwari P ,

Also, if you found any other responses helpful, feel free to mark those as helpful too. You can even accept multiple solutions if they contributed to resolving your issue.

Let me know if you need anything else!

Best regards,
Aniket Chavan
ServiceNow MVP 2025 | ServiceNow Rising Star 2024