How to connect multiple mailbox to your instance for inbound email?

hanaphouse · ‎06-17-2020

We have about 5 emails from different business units:

assist@bu1.com
assist@bu2.com
assist@bu3.com
assist@bu4.com
assist@bu5.com

We wanted to connect all these mailboxes to Service-Now platform so that all emails sent to these mailboxes will either create a new Incident or update an existing incident.

Is this possible? How?

Balaji Jagannat · ‎06-17-2020

You would have to work with your IT team first to setup exchange level email forward on all these mailboxes to ServiceNow instance email

When you receive these emails in ServiceNow, the recipient would stay as original email recipient (like assist@bu1.com)

Then you can create inbound action on these emails to create/update incidents

View solution in original post

Jaspal Singh · ‎06-17-2020

Hi,

You need to make sure you have below from System Properties >> Email Properties Application navigator enabled.

Once done you need to make sure the Inbound action that is in place accepts & processes only the mail received from one of above mailboxes as below from System Policy >> Email >> Inbound Actions.

Above ensures irrespective of domain or mail id you receive email from it will process only if it meets above condition.

hanaphouse · ‎06-17-2020

Should I also set up connectivity between the mailboxes and service-now mailbox?

assist@bu1.com
assist@bu2.com
assist@bu3.com
assist@bu4.com
assist@bu5.com

and

xxx@service-now.com

If yes, how?

Should I set up POP3 / IMAP in Service-Now for these mailboxes?

Jaspal Singh · ‎06-17-2020

Just to understand,

What you need is to get incidents created when email is recieved from one of above mail boxes then it should create incidents

OR

You want to send mail from one of above mail boxes. I guess there is some misunderstanding.

hanaphouse · ‎06-17-2020

The ServiceNow instance is currently using xxx@service-now.com for inbound emails.

Each business unit wants to create a separate mailbox namely:

assist@bu1.com
assist@bu2.com
assist@bu3.com
assist@bu4.com
assist@bu5.com

Scenario A:

(1) User sends an email to assist@bu1.com. A ticket should be created on the Incident table.

(2) User sends an email to assist@bu2.com. A ticket should be created on the Incident table.

(3) Same for the rest of the mailboxes.

Scenario B:

(1) User sends an email to assist@bu1.com. A ticket should be created on the Incident table.

(2) User sends an email to assist@bu2.com. A ticket should be created on the Request table.

(3) User sends an email to assist@bu3.com. A ticket should be created on the Custom1 table.

(4) User sends an email to assist@bu4.com. A ticket should be created on the Custom2 table.