ServiceNow SMTP email account is unauthenticated due to which emails are not getting delivered to restricted group

[Maninesh1]

Ran a test in non-prod instance, where we disabled "ServiceNow SMTP" email account and created another authenticated email account.
Email sent from an authenticated session was delivered to an unrestricted distribution group. From there it was successfully delivered to a group restricted only to authenticated internal users, and from there email successfully reached external email address on the internet.
This test confirmed, that sending emails using authenticated session solves the issues with delivering emails to restricted groups and issues with further mail relay towards internet.
The issue here is in production, "ServiceNow SMTP" email account is monitored by ServiceNow and not sure if its possible or recommended to disable this email account and create another authenticated email account.

[Sagar Pagar]

Hi,

Yes. You can disabled the ServiceNow SMTP email account and use the Email sever account that is configured and monitored by your organizations.

Take a look at docs -

Email accounts

Enable using your own SMTP server

Configuring a custom email address for outbound and inbound email (least effort / privileged approa...

Thanks,

Sagar Pagar

[Brian Lancaster]

There is not issue with disabling the SMTP account and using your own. I currently have my instance setup that way. Here is a blog I wrote on how to set it up so you do not have to setup a POP3 mailbox on your systems.

https://community.servicenow.com/community?id=community_blog&sys_id=619a1b76db61389011762183ca961923