We use email to open incidents, update records, and to stay informed about various events in our instance. Because email processes are so important to these communications, it can be very frustrating when they don't work as expected.

We've put together a series of troubleshooting videos to help you if your instance is not receiving or processing emails correctly. This is the first video in the series. It provides an overview of how the inbound email process functions when working correctly. Understanding this will help you identify issues and hopefully resolve them quickly.

Subsequent videos in this series explain how to troubleshoot specific issues, if they occur.

For more information on Inbound Email, see:

ServiceNow Knowledge Base

ServiceNow KB: Inbound Email Troubleshooting (KB0524472)

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