Multiple Email Addresses for One User Account

[Daniel Preston]

My company has a requirement to tie multiple email addresses to a single user account.  I was unable to find a good way to accomplish this via searching so hopefully someone in the forums can assist in pointing me in the proper direction.

Here's our scenario:
When our user accounts are created, we use a username structure of FirstNameLastInitial@company.com for login purposes, but we set a primary SMTP address of FirstName.LastName@company.com.  To reduce clutter in our user table, we would like to tie both of those addresses to a single user account so that when a user emails our service desk, a ticket will be created (presumably under FirstName.LastName@company.com), but will be tied to their login account in ServiceNow (which is setup as FirstNameLastInitial@company.com) to ensure that when a user logs into ServiceNow in a self-service manner, they would be able to see all tickets created from either address (or any additional addresses that may be required - some users have more than two addresses).

Is this possible?

[Maik Skoddow · Accepted solution]

Hi @Daniel Preston ,

unfortunately, this is not possible. A user can account only have one email address which is considered in many processes at ServiceNow. of course you could add a custom field to the sys_user table it wouldn't have any impact.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[Daniel Preston]

Understood, thank you for the clarification!  I'm curious: if our SSO sign-in address is FirstNameLastInitial@company.com but primary SMTP address is FirstName.LastName@company.com, if a user sent in an email request and the ticket was created as the FirstName.LastName@company.com user then the user subsequently logged into ServiceNow using SSO (FirstNameLastInitial@company.com), would they be able to see the emailed ticket in "My Requests?"

[Maik Skoddow]

Hi @Daniel Preston ,

please do not mix the different topics!

• Basically, SSO is configured with a unique identification characteristic from the sys_user table. That can be the username, the email address or maybe any custom field. 
• The from email address of a ServiceNow instance can be configured individually (see https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/task/t_Sp...)
• For incoming email always the OOTB email field of sys_table is used for matching.

Kind regards
Maik

[Travis Rogers]

Daniel - I think this post will be helpful for you:

https://community.servicenow.com/community?id=community_blog&sys_id=5a5da629dbd0dbc01dcaf3231f961937

@Maik Skoddow  FYI