Multiple inbound email accounts in ServiceNow - Best practice?

[Andreas Visby]

Hi.

I have a question regarding Email Accounts in ServiceNow. Currently we have multiple teams in ServiceNow, with each of their own Email Account linked. We have inbound actions so that whenever their email account receives an email, a case gets created and assigned to that team. 

My question is now - is this the best way of handling this problem, or is it better to just have one email account in ServiceNow for inbound emails, and then a bunch of other emails to forward/redirect their emails to this one email account? 
I know it's possible to do both ways, so which way is the best going forward? 

[Chavan AP · Accepted solution]

Hi Andreas

Yes i think that is a best practice for developer's ease, as you do not have to write a lengthy code or multiple condition combinations to create a record for respective team in a single inbound

what i follow is if let say servicedest@mailbox.com is a mailbox of Service Desk team, i would create a inbound with below condition:

i hope this helps.

If this resolves your query, please mark my comments as correct    and helpful  .

Regards,

Ajay Chavan

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[Andreas Visby]

Hi AjayChavan.

Thank you for your reply. I'm currently testing with having only one email account in SNOW and then some other forward to this email account. 

Why would you not just use "Recipient - Contains" instead of "email.to.toLowerCase().indexOf()"?