Unable to receive email from outlook to servicenow test instance

[Ankita Gupte]

Hi we are trying to send email to test instance from outlook but not receiving the email in test instance.

I have enabled inbound email 

Still not receiving. How can I get email from outlook to my test instance

[Sulabh Garg · Accepted solution]

Hello Ankita,

Please go through this KB article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0862434#:~:text=Resolution,em...

Cause

The cause of this issue can be multiple :

• One scenario would be that the email addresses are not configured by the email administration team and what that does is that they block those email addresses from sending emails to the ServiceNow instance.
• Other scenarios can be that the emails are showing on the logs, but there might be issues with the email notifications

Resolution

1. For the first scenario, the suggestion would be contact your instance email administrator and make sure that the email addresses that are having this issue are configured to allow them to send emails to the ServiceNow instance.
2. For the other scenario, if found that the emails are showing on the logs, but are not showing on the tasks/incidents/tickets, please make sure that the email notifications are configured properly, and also make sure that the inbound actions are in place (if you are expecting the emails to trigger events)

Additional Information

For more information regarding troubleshooting emails, here are a few KB articles that might help:

• Inbound email troubleshooting
• Email resources

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg