Verifying Inbound Email User and Incident Creation Settings | Inbound Email

  • Emails are sent to an instance or test instance, but no incidents are created.
  • Instance is not creating users from incoming mails.
  • When users from X domain send emails to the instance and create a incident, the incident shows a caller of Guest instead of the user.
  • Incidents are created by unknown users. 
  • Forwarded emails create or update incidents or other emails with specific subjects.
  • Out-of-Office replies are filling up incidents with unwanted emails.


  • Email receiving property is disabled.
  • The Automatically create users from incoming email property is disabled.
  • A list of trusted domains is not defined.
  • The Ignore Inbound Email settings are not defined.



Inbound Email Actions allow users to log or update incidents via email. The Inbound Email Actions function parses the email and responds using a script. More refined Inbound Email Actions can create incident tickets with more data, thus saving the incident management team valuable time. For more information, refer to Inbound Email Actions.

To configure the incident creation settings:

    1.  Confirm that the instance is properly configured to receive email from a POP server. For more information, refer to Verifying Email Receiving Configuration.
    2. Set the behavior when receiving an email from an address with no associated user record, and define trusted domains for creating users. For more information, refer to Configuring User Creation and Incident Assignment Settings.
    3. Configure the instance to ignore certain emails and prevent them from creating incidents. For more information, refer to Configuring the Ignore Inbound Email Settings.

Additional Information For details on other email 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. 

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Last Updated:2016-09-20 12:04:14