How to add another mail to instance mail ?

Manikantahere · ‎03-07-2024

for example:

if I want to create a incident through inbound email action I will configure action and will send the mail to production@service-now.com but along with it if user sends to xyz@gmail.com or xyz@outlook.com.
it should create incident in same production instance.

for this where we will configure this mail so that mails triggered to this mail will create incidents??

Mark Manders · ‎03-08-2024

Why 'some one else'? You can just put a forwarding rule on it. Email comes in -> forward to ServiceNow -> inbound action takes care of whatever it needs to take care of.
ServiceNow isn't an email provider on which you can create multiple email boxes. Take care of it within you own infra structure. It will be more maintainable and the best upside is: you can have different rules apply on where it is coming from.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

Mark Manders · ‎03-07-2024

You will need to have a forward on those email addresses to send it to your instance. That's not configurable in ServiceNow.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Manikantahere · ‎03-08-2024

You mean once mail reached to xyz@gmail.com some one else will forward to production mail so that it will create incident?

SunilKumar_P · ‎03-08-2024

Hi @Manikantahere, I had worked on same scenario in past. Users can send an email to (Ex: test@test.com) and the outlook team in your company can configure to forward it to production instance.

Regards,

Sunil

Manikantahere · ‎03-08-2024

so there is no chance of creating incident in prod if we sent a mail to test@test.com ? cant we achieve it?
is there any possibility by creating email account ?