Email Intake in ServiceNow
Before forwarding into ServiceNow
Contacts, Requests and Incidents can be created via email intake into ServiceNow. In order to configure email intake for ticket creation into ServiceNow, a few questions need to be answered:
1. Do you already have an email that you would like to use that is used solely for ticket creation? Every email that comes to this address will create a ticket.
Forwarding into ServiceNow
Add email@example.com to subscribers for the email/list that is being forwarded to ServiceNow.
Email For Go Live
- From the Administrative Options, select View or Manage Subscribers
2. Add firstname.lastname@example.org as the forwarding address.
3. email@example.com had been added as the forwarding address
If you have full access rights to an inbox, or are the administrator you can forward directly from Office 365 (outlook.office365.com) You do not need to keep a copy of forwarded messages in your inbox for this method as ServiceNow has it’s own inbox that keeps messages.
If you are not the Office365 administrator and do not know the credentials to the inbox, you (or your TRAC Sponsor) can go through TRAC to configure to send to ServiceNow.
Locate the email address you would like to configure for forwarding and navigate to the mail forwarding page in TRAC.
You do not need to keep a copy of forwarded messages in your inbox for this method as ServiceNow has it’s own inbox that keeps messages. Enter the email address and TRAC will prepend the protocol (smtp) once you’ve clicked “Add Forward”
To un-do this, or forward to a different address, you’ll first remove the forward, then add the new one.
If you need any assistance or have any questions regarding email intake into ServiceNow, please place a request via the Service Catalog to the ServiceNow team.