Is it possible for ServiceNow to read emails from a Shared Office 365 MailboxSummaryMicrosoft offers shared mailboxes for collaboration between the members of a team. Here is the definition from Microsoft - Shared mailboxes. In many cases, your company may wish to provide an address such as support@company.com and set this as a shared mailbox so that both support teams and your instance read emails from this mailbox. This is NOT recommended by both Microsoft and ServiceNow. As stated in Microsoft documentation, "To access a shared mailbox, users must first be granted Send As or Full Access permissions to the mailbox. Once that's done, users sign in to their own mailboxes and then access the shared mailbox by adding it to their Outlook profile." There is no direct access to the mailbox with a user name & password. ServiceNow also mentions that "ServiceNow instances assume exclusive use of the IMAP mailbox. The instance deletes mail from the server after reading. Therefore, using a mailbox that is shared among different services and/or users is not recommended. Each service or user will interfere with the instance’s mail operations.” While some customers have had success connecting to shared mailboxes, many customers have trouble connecting to shared mailboxes, or in some cases, their instances are able to connect to some shared mailboxes while being unable to connect to other shared mailboxes. Since the shared mailbox and permissions configuration is done in Office 365, ServiceNow cannot comment on why the instance can or cannot connect to a specific shared mailbox. Related LinksIf you have issues connecting to a shared mailbox, please enable debugging for the mailbox and contact Microsoft Support with the logs. Please follow "Enable debug output" as listed at Create an email account to enable debugging. This will output all communication with the mail server to the node logs. You can review the node logs by navigating to System Logs > Utilities > Node Log File Download and searching for the server name to find the start of the mail server communication. As a workaround, you may * setup support@company.com as a distribution list * setup a shared mailbox such as sharedsupport@company.com and make it a member of support@company.com * setup a mailbox such as instancesupport@company.com and make it a member of support@company.com * configure instance to read emails from instancesupport@company.com. The instance will manage and delete the emails in this mailbox exclusively. This will provide your support team with a copy of emails sent to support@company.com in a shared mailbox.