Enable using your own SMTP and POP3 servers

You can use your own SMTP and POP3 servers to send email from the instance and to store and receive email for the instance.

Before you begin

  • Role required: admin
  • Email servers required:
    • SMTP
    • POP3

Procedure

  1. On your POP3 server, create a mailbox for your instance. For example, create a mailbox for service-desk@company.com.
  2. Navigate to System Mailboxes > Administration > Email Accounts.
    The system displays the list of available email accounts.
  3. Locate the record for ServiceNow SMTP and change Active to false.
  4. (Optional) If you do not want to receive email sent to the instance@service-now.com mailbox, locate the record for ServiceNow POP3 and change Active to false.
    An instance can receive email from multiple POP3 accounts at the same time. Leaving theServiceNow POP3 account active means that the instance receives email sent to its default email address.
  5. Click New.
    The system displays a blank Email Account form.
  6. Create an email account record for your SMTP server where the Type is SMTP.
  7. From Related Links, click Test SMTP connection.
    If the email account is valid, the system returns a Completion code of Success.
  8. Click New.
    The system displays a blank Email Account form.
  9. Create an email account record for your POP3 server where the Type is POP3.
  10. From Related Links, click Test POP3 connection.
    If the email account is valid, the system returns a Completion code of Success.
  11. Navigate to System Mailboxes > Administration > Email Properties.
    The system displays the list of email properties.
  12. Configure these email properties.
    Table 1. Email properties
    Property Section Label System Property Setting Required
    Outbound Email Configuration Email sending enabled. glide.email.smtp.active Yes
    Inbound Email Configuration Email receiving enabled glide.email.read.active Yes
  13. Click Save.