Multi-Scope Outbound Email Setup using your own SMTP server

[ashwanikumar]

Hi everyone,

We want to use Enable using your own SMTP server to configure mailserver Azure/O365 infrastructure to handle outbound emails. Our goal is to "split" the sender addresses based on application scope or department so that users receive emails from relevant addresses (e.g., it@company.com, hr@company.com, security@company.com) rather than a single generic address.

Since ServiceNow only supports one active SMTP account for outbound mail at a time, I’m looking for real-world setups and "lessons learned" from those who have implemented this at scale. I want to understand what setup needs to be done in servicenow and what needs to be done at mailserver side.

I would love to hear from anyone who has a "real example" of this architecture in production. What worked and What broke?

Thanks in advance!

KUMAR

[Tanushree Maiti]

Hi @ashwanikumar ,

For your requirement , you need to create separate shared mailboxes in Office 365 for each department !!!

I  have worked with lots client and never checked that for each department ,different mail id is there.

Its feasible though its a complex requirement . But do you think your company will go for separate shared mailboxes for each department?

[ashwanikumar]

@Tanushree Maiti It's a critical requirement and customer is ready to have different mail servers.

I have followup questions with reference to setup at servicenow side:

• Do we sent emails to a single email ID and use an identifier to distribute them at mailserver side or we send emails from servicenow to different mail servers?
• are all receipients removed from 'To'/'CC' in servicenow ? IF yes then how do we communicate to mail servers to distribute emails to end users?