Second IMAP Email Account Not Receiving Emails in ServiceNow

[Johan9]

Hi everyone,

I'm working on setting up inbound email processing for a customer's Finance department, which uses a shared mailbox. The goal is to gradually transition their request handling into ServiceNow via Inbound Actions.

Current Setup

The customer already has an IMAP email account that works fine. It is used primary for IT:
support@customer.com → Successfully receiving emails in ServiceNow.

To support the Finance department, we've set up a second IMAP email account:
finance@customer.com (new) (Currently their shared mailbox domain) → Connection shows "OK," but no emails are making it into ServiceNow.

What I've Tried

1. Checked the connection – The status is "OK."
2. Verified credentials and IMAP settings – All correct.
3. Set up Email Account Groups – Didn’t resolve the issue.
4. Checked the email logs – No incoming emails detected for this new account.

Alternatives

We are also considering redirecting emails from fian finance@customer.com to support@customer.com. But I don't know if it is a cleaner setup? 

Has anyone encountered a similar issue?

Any suggestions on what might be wrong or where else I should look?

Thanks in advance!

[Mark Manders]

Financial requests through email? I hope it won't be containing sensitive things.

How this usual works: 

Customer creates email for some purpose and any email from that address is forwarded to ServiceNow and their processed, based on the address it is coming from. That forwarding is (of course) done outside of ServiceNow. In ServiceNow you can set a 'from' so any notifications going out of the system are having that same address, so replies are also coming in.

Not sure how your IT address is setup to get the emails in ServiceNow, but the same should be the case for the Finance emails. But in the end, everything has to be received by the address ServiceNow is communicating with.

[imy300]

We're having the same issue. The one imap account we already have receives emails. Any other imap accounts we configure do not. Cannot find anything in logs either so looks like service now is not even trying to retrieve them. Tried disabling the working account and leaving the new one but still no emails being retreived.

[imy300]

same issue. Tried disabling working imap and leaving new one and still no joy.

Nothing in logs either so looks like mailbox is not even being checked

[satya30]

Anything worked for you ? I am also working on the same issue. Please let me know if there is anything that I need to check.

Thank you