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Enable using your own SMTP server

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Enable using your own SMTP server

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

Before you begin

About this task

Typically, organizations use a custom email address to change the reply-to address from the instance name to a custom email address within their domain. Configure the SMTP server in your internal email architecture to forward email from the custom email address to the instance email address. Implement a spam filter on the custom email address.

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 instance email address.
    For example, forward mail sent to service-desk@company.com to instance@service-now.com.
    Forwarding email sent to your address or domain
  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.
    ServiceNow SMTP active = false
  4. Click New.
  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.
    Test SMTP connection

Example

Figure 1. Sending email using your own SMTP server
Sending email using your own SMTP server
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