ServiceNow email integration using Service Account which has access to two shared mailboxes

[Kruthik M Shiva]

Hi All,

We have a requirement of ServiceNow Email integration using a service account which has access to 2 shared mailboxes. the requirement is to ingest emails from both the shared mailboxes into servicenow. As a part of this requirement, we have tried two options:

1. Created one email account in ServiceNow with user name: Same as 'ServiceNow account name'.
2. As per suggestion provided by community articles below:

https://community.servicenow.com/community?id=community_question&sys_id=a624c329dbd8dbc01dcaf3231f96...

accounts in ServiceNow with username: ‘Shared mailbox\Service account name’ in order to access the shared mailboxes. Connection test is successful in both the scenarios. But we are not receiving any emails within ServiceNow using both these options. 
What could be the possible reason for this if anyone has any pointers on this please do share.
Thanks in advance,
Kruthik

[Tony Chatfield1]

Hi, unfortunately your requirement\configuration is not very clear.

regarding the use of shared Microsoft email accounts
Is it possible for ServiceNow to read emails from a Shared Office 365 Mailbox - Support and Troubles...

'In many cases, your company may wish to provide an address such as support@company.com and set this as a shared mailbox so that both support teams and your instance read emails from this mailbox. This is NOT recommended by both Microsoft and ServiceNow.'

Normally to direct emails from multiple mailboxes to a ServiceNow instance you would configure your mail server to forward the messages to your servicenow instance email address.

Otherwise the KB article includes a workaround.