How can I test incoming email creating an Incident in a sub-production instance

[Tim Wmson]

I'm working in a sub-production instance to create Incidents from incoming email. I'm modifying what is taken from the email and put into the Incident. I figured out how to insert and save an old received email and then reprocess it. Is there any other way?

[Tim Wmson]

I set up rules so that when an email is received the system looks at the email address that the email was sent to determines which rule runs and created which type of incident. For example, if the email received was addressed to Incidents@mycompany.com<mailto:Incidents@mycompany.com>, a rule runs to create a Incident. If the email is addressed to Problems@mycompany.com<mailto:Problems@mycompany.com>, a rule runs to create a Problem. If I address the email to myinstance@service-now.com<mailto:myinstance@service-now.com>, how can I create and Incident or Problem? It works in production, I just don't know how to test it in sub-prod instances

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[Ashutosh Munot1]

For testing You can use some specified Subject lines and read them in condition of inbound action. OR

You can mail from Email addresses that you have put into COnditions i.e. incident@example.com

Thank you,
Ashutosh

[Dubz · Accepted solution]

So on prod incident@yourcompany.com and problem@yourcompany.com forward to the instance address right?

If so, this is where i use the DL's, create one called testincidents@yourcompany.com and another called testproblems@yourcompany.com. Add your dev instance address as member of these DL's so when you email them the inbound actions can still pick up on the different 'to' addresses so you can test your rules out. Then you just have to change the addresses when you move to prod.

[Jaspal Singh]

Hi Tim,

Look if you have below property for System Mailboxes >> Email properties marked as true.

Then all you need is to send a mail to the instance mailbox which always has name same as your instance name.

For eg. instanceabc.service-now.com would have mailbox instanceabc@service-now.com

[Jaspal Singh]

Glad to know it helped.

If you got what was expected you can mark this thread as correct & close it so that it does not appear in unanswered list.