question Re: More than one smtp email setup in ITSM forum

More than one smtp email setup

hitman — Mon, 02 May 2016 06:56:54 GMT

Hi Team,

I am working on incident management and the requirement we have with smtp setup is:

We have customers who send emails to raise incident to different service centers based on location.

Examples for service centers are:

This way we have 30 service centers based on location and we would like to implement these on Service now in such a way that...

If an email is sent to MD_service@abc.com then it should raise an incident and the incident should get assigned to MD service center.

For this I understand that we can achieve this by setting up MD_service@abc.com smtp on Servicenow. However, that will work for once service center.

How to achieve this for all 30 service centers or is there any way I can setup 30 smtp accounts on Servicenow?

Re: More than one smtp email setup

Deepak Ingale1 — Mon, 02 May 2016 07:08:27 GMT

Hi Hitman,

You can configure this via

1) By having multiple inbound email actions corresponding to each "SMTP" id, on email inbound email action, you have a from field, which checks incoming email address.

2) You can have this accomodated even in single inbound email action by adding "if/else" or "switch" and case statements, but this will really require maintainability for future adoptions.

Re: More than one smtp email setup

Atul Kumar2 — Mon, 02 May 2016 07:26:00 GMT

Hi Hitman,

I agree with deepak, however i would use the sys_id of the email account for the smtp record and then will also check the user name to which email is being addressed.

1. Sys_id of smtp record.

2. User Name in the email account record repersent that email address to which end user will send a email for creating the new record in the system.

and then i will write a code for creating a new record in the incident table based on the above qualification matches and then will provide the support group name for particular email account so that whenever ticket will be created based on the smtp record and user name it will be routed to the specific support group.

Hope this helps.

Regards,

Atul Kumar

Re: More than one smtp email setup

User179407 — Thu, 22 Sep 2016 22:31:37 GMT

Hi Deepak,

I have a similar requirement. How can we setup multiple smtp id's

For eg user will send email to Servicedesk_A@service-now.com which will create a ticket to Servicedesk A.

email to Servicedesk_B@service-now.com will create a ticket to ServiceDesk B.

currently users are sending emails to company@service-now.com which creates the ticket. However I want the above setup.

How will the emails get processed from users when they send to Servicedesk_A@service-now.com or Servicedesk_B@service-now.com ?

Note: we are on Fuji

Thanks,

Suraj

Re: More than one smtp email setup

Sagar Anandpara — Tue, 30 Jun 2020 01:09:34 GMT

Hi Suraj,

Its pretty old thread i see, but wanted to know how did you get your issue resolved then, what setup did you do.? I have similar requirement, and the customer says all mailboxes are SMTP, however servicenow allows only one SMTP email account configured (active "true") at a time.