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Requesting e-mail reprovisioning for your instance using the Now Support Service Catalog - Support and Troubleshooting
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KB0540748

Requesting e-mail reprovisioning for your instance using the Now Support Service Catalog


21446 Views Last updated : May 14, 2025 public Copy Permalink English (Original)
  • English (Original)
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KB Summary by Now Assist

Issue

ServiceNow has created an automated workflow to support reprovisioning email for an instance. Customers request email reprovisioning via a Service Catalog item to create a Change, which is completed using end-to-end automation.

If email settings for an instance have been changed, users with the customer_admin role can request that email be reprovisioned for the selected instance. The process may take approximately an hour (but will usually be completed in less than 10 minutes) and you will receive a confirmation email when the process is complete. ServiceNow disables email after the provisioning process to stop queued emails from being sent.

Note: Email reprovisioning should not be requested for an instance that is not experiencing an email configuration outage.

Note: the above does not apply for customers who have requested custom DKIM records as per KB1002273 as reprovisioning email is required after setting up custom DKIM

You can request the reprovisioning email service catalog by following below steps:

  1. Navigate to the Now Support
  2. Browse to the Automation Store
  3. Under Instance Management, select Reprovision Email
    or
    You can also access this catalog via Now Support app (Download Now Support App for Android | iOS)
  4. Choose the instance for which you want to request email reprovisioning
  5. Click on Submit button
    Service Catalog item
  6. A new change request is created for the email reprovisioning and the request is displayed automatically. As needed, add people to the Watch list and any Additional comments as necessary and click on Save.

    Service details

  7. After the provisioning process has completed, you will receive a confirmation email. ServiceNow temporarily disables email after the provisioning process to stop queued emails from being sent.  To re-enable email sending and receiving after email provisioning go to System Mailboxes -> Administration -> Email Properties and check the boxes for "Email sending enabled" and "Email receiving enabled" and Save.

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