Enable using your own SMTP server

You can use your own SMTP server to send email from the instance.

Before you begin

  • Role required: admin
  • Email server required: SMTP

Procedure

  1. (Optional) To receive email sent to a custom address, configure your SMTP server to forward email sent to the custom address to the actual instance email address. For example, forward mail sent to service-desk@company.com to instance@service-now.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. Click New.
    The system displays a blank Email Account form.
  5. Create an email account record for your SMTP server where the Type is SMTP.
  6. From Related Links, click Test SMTP connection.
    If the email account is valid, the system returns a Completion code of Success.
  7. Navigate to System Mailboxes > Administration > Email Properties.
    The system displays the list of email properties.
  8. Configure this email property.
    Table 1. Outbound email property
    Property Section Label System Property Setting Required
    Outbound Email Configuration Email sending enabled. glide.email.smtp.active Yes
  9. (Optional) If you want the instance to receive email, configure this email property.
    Table 2. Inbound email property
    Property Section Label System Property Setting Required
    Inbound Email Configuration Email receiving enabled glide.email.read.active Yes
  10. Click Save.