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Verifying Email Receiving Configurations | Inbound Email




Symptoms
  • After cloning an instance, the instance does not receive emails.
  • No messages appear in the Inbox or Received mailboxes.

 

Cause
  • Email receiving property is disabled.
  • The POP Server settings are not appropriately configured.

 

Resolution

A POP3 mailbox is created on the ServiceNow mail server with a naming convention of instancename@service-now.com. End users will see email messages from the instancename@service-now.com address when submitting requests to the ServiceNow application (such as requesting an approval or opening an incident). If the POP3 Server settings are not correctly configured, this may prevent emails from being received. This means it is important for users to know the login user name, the email server address, and the password. Prior to modifying the POP3 Server settings, verify that the enable email receiving (POP3) property is active. 

Once an instance is cloned by ServiceNow, the email receiving property is purposely disabled. This is the default for a newly cloned instance and prevents emails from being received. This property must be enabled to allow email receiving.

To configure your instance to properly receive email:

    1. Confirm that the email receiving property is enabled.
    2. Verify that the POP server settings are correctly configured. For more information, refer to Configuring the Inbound POP Server Settings.
    3. [Optional] Define whether the instance connects to the POP mail server using Secure Socket Layer (SSL) encryption. For more information, refer to Configuring Advanced Inbound Settings.

Additional InformationFor details on other properties that are used to configure email processing in ServiceNow, refer to Email Properties in the ServiceNow product documentation. 

 


Video Tutorial

ServiceNow video tutorials are a great way to help find solutions. These video tutorials guide you, step-by-step, to a solution and provide common troubleshooting methods. This tutorial covers common issues, their causes, and the required steps to resolve them. 


Article Information

Last Updated:2017-10-23 16:21:17
Published:2013-03-04