Outlook does not receive email

[Isaac Vicentini]

Emails configured in email property with outlook domain do not receive emails sent by ServiceNow, only email with Gmail domain.


In 'sys_email' shows that the email was sent correctly

Outbox account inbox is not full

There is no restriction rule in the outlook account

This happens with any outlook email that is configured in the email property

Gmail accounts, for example, receive email normally

Tests are being done in the QA environment

Has anyone been through this and could help me?

[Allen Andreas · Accepted solution]

Hello,

Obviously the emails are working, so that doesn't seem to be the issue. I would recommend double-checking if the @outlook.com domain is blocked or if that is associated to a company...that the company is not sending those emails to spam folder, etc. You may need to get with your network team about this.

https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/security/task/blac...

However, if the email to outlook domains are showing in sys_email log, then it's something on the receiving end and not ServiceNow.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Isaac Vicentini]

Hi Allen,

is there any way to check this in the London version?

[Allen Andreas]

Are these Outlook emails associated to your company? If so, please get with your network team or whoever handles the email accounts. The emails are stuck in your spam folder, are being blocked by your company, or getting caught up in sort of anti-virus scan that you all may have.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Himanshu Dubey]

Hi

Please refer below knowledge article for email troubleshooting 

https://hi.service-now.com/kb_view.do?sysparm_article=KB0520595

https://community.servicenow.com/community?id=community_question&sys_id=9d798b65db5cdbc01dcaf3231f96...

Please mark correct and Helpful if it helps

Thanks and Regards

Himanshu Dubey