Email Account for connection fails in Madrid and above


When you create your own email account to connect to, the test connection fails. 

Release or Environment

Madrid and above


In Madrid, the SSL and TLS checkboxes were deprecated and a new field named Connection Security is introduced. This is, by default, set to 'None' but outlook requires an SSL connection initiated from ServiceNow. 


Set the Connection Security field to 'SSL/TLS'.

Additional Information

Configure an Email Account