Step-by-Step Guide to Configuring Email Account in PDI

[Dinesh_Now]

1. Enable Email Functionality

By default, email sending and receiving are disabled in ServiceNow PDI.

1. 1. Navigate to System Mailboxes > Administration > Email Properties.
   2. Under the Email Sending section:
      • Set Outbound Email to True.
   3. Under the Email Receiving section:
      • Set Inbound Email to True.
   4. Save your changes.
      
      

      2. Add a New Email Account

      You need to add two email account one for inbound and 2nd for outbound.

      2.1 Add Inbound Email Account

      1. 1. Navigate to System Mailboxes > Email Accounts.
         2. Click New to create a new email account.
         3. Name: Give the email account a meaningful name (e.g., PDI Inbound).
         4. Protocol: Choose IMAP or POP3, depending on your email provider.
         5. Server Name: Enter the email server’s hostname (e.g., imap.gmail.com for Gmail). for personal email account use: mail.domain.com
         6. Port:
            • IMAP: 993 (with SSL).
            • POP3: 995 (with SSL).
         7. Use SSL: Check this box for secure connections.
         8. Username: Enter the full email address (e.g., your.email@gmail.com/hello@servicenow.com).
         9. Password: Enter the email account’s password or app-specific password.
         10. Save and test the connection.
             
             
             

             2.2 Add Outbound Email Account

             • 1. Name: Give the email account a meaningful name (e.g., PDI Outbound).
               2. Server Name: Enter the SMTP server hostname (e.g., smtp.gmail.com).
               3. Port:
                  • 587 (for TLS).
                  • 465 (for SSL).
               4. Use SSL: Check if using SSL.
               5. Username: Enter the full email address.
               6. Password: Enter the email account’s password or app-specific password.
               7. Save and test the connection
                  
                  

                  3. Configure Gmail Email Security

                  • Some email providers (e.g., Gmail) require additional configuration for third-party applications:
                    • Enable IMAP or POP3 in the email account settings.
                    • Generate an App Password for added security if required.
                  • Step 1 : Go to your Gmail and enable 2FactorAuthentication ( 2FA – 2 Step Verification ).Step 2 : Once you enable the 2FA in your Gmail , using below link Generate a password from https://security.google.com/settings/security/apppasswords .You can create a new APP and generate .

                    You will get a An App Password which is of 16-digit passcode, use the same passcode in servicenow.

                  4. Test the Email Configuration

                  1. 1. Navigate to System Logs > Emails.
                     2. Send a test notification:
                        • Navigate to any record (e.g., an Incident).
                        • Click Email and send an email manually.
                     3. Check the Email Logs to verify successful delivery or troubleshoot errors.
                  
                  
                  
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[Mark Manders]

When a PDI is reclaimed/removed/lost, it is said to be reset completely before being released to the next dev. This isn't always 100% the case. So be aware that adding your personal email to an instance, may mean you are sharing it with the next dev as well.