Enable email forwarding to instance

You can use your own SMTP server to forward email to the ServiceNow-provided email address.

Before you begin

  • Role required: admin
  • Email server required: SMTP


  1. Configure your SMTP server to forward email sent to a 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 Properties > Email.
  3. Configure these email properties and click Save.
    Table 1. Email Property Descriptions
    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