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?

[Dubz]

It's instancename@service-now.com. if you go to Email Accounts and check your Service Now SMTP account it's in there as username, if you want to confirm.

[Tim Wmson]

Found it. Now, how do I test sending an email that generates an Incident? I have it set up to create Incidents based on the incoming email address. If I email to the instance address, how does it get translated into an Incident?

[Dubz]

I have a series of dummy distribution lists that i use for testing inbound rules, my dev instance address is a member of these DL's so i can simulate mail coming from different addresses and then i replace the addresses with the real thing when i move to production.

[Tim Wmson]

I'm confused. How does a distribution list let the sub-prod instance know how to create an Incident? I thought I had to email to an address which generates the incident. If I use the instance's email address, what's the connection to the incoming email rule?

[Dubz]

Sorry, when you said 'i have it set up to create incidents based on the incoming email address' i thought you meant you have multiple addresses that users can contact to raise tickets which are then forwarding into the instance.

I'm not sure what your question is, inbound email actions operate on incoming email so that's the connection...