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

[hanaphouse]

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?

[Jaspal Singh]

In that case you need to configure as updated in my comments before so as to process.

But you will also have to check with the messaging team from our organization to do a redirection from assist@bu1.com, assist@bu2.com,...... mailbox so as to get the re-direction setup. 

Which means that anyone who sends mail to assist@bu1.com, .... will be redirected to yourinstancename@service-now.com mailbox & then the comments as suggested above will process it.

[Balaji Jagannat · Accepted solution]

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

[hanaphouse]

Thanks. Instead of an email forward, can I set up pop3 / imap in Service-Now? How?

[Balaji Jagannat]

Yes, its feasible. Refer the following article

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/reference-pages/task/...

[Community Alums]

Hi Balaji,

Thanks for this. However, I am getting somewhat conflicting information.

Although your link (below the latest release for "Enable using your own POP3 server") clearly states that "An instance can receive email from multiple POP3 accounts at the same time", if I look at the "Redirecting email to the instance POP3 account instead" docs page instead, I get "While it is not possible to specify more than one POP3 account for the instance, you can forward other mailboxes to the designated POP3 account". 

Enable using your own POP3 server - https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/reference-pages/task/t...

Redirecting email to the instance POP3 account instead - https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/reference...

I am curious if you have been able to confirm that this is the case?

Thanks