Frequently Asked Questions

What happens if no Email Routing Rules match an inbound email?

If no Email Routing Rules match an inbound email, then processing will proceed through your existing Inbound Email Actions in ServiceNow as though Postmaster weren't present.

How do I maintain the original 'To:' address of my emails when forwarding from my Microsoft Exchange servers?

To maintain the original 'To:' address, be sure to 'relay' email messages from your existing email servers to ServiceNow.

Why are none/some/all of my email attachments being attached to the destination record?

Postmaster honors ServiceNow properties that broker image email attachment behavior. Please update these properties in your ServiceNow instance if you wish to change behavior.

I have a Postmaster Rule configured to order a Catalog Item. For some inbound emails, that rule fails and creates an Incident instead. Why?

When placing a Catalog Item order, ServiceNow assesses access controls to ensure the requesting user has access to that Catalog Item. If they do not, then the request will fail. If an email comes from an email address that doesn't match a user or matches a user without access to that Catalog Item, then ServiceNow will reject the Catalog Item order and move to the default inbound email flow, which typically creates an Incident.