Best practices for Email Client Configuration

[Lhora Alvarez]

Hello All!

I was wondering what's the best practice regarding the Email Client Configuration records?

Is it okay to create a new record for a specific table?

I want to know the use cases or what situations that would require creating/modifying the email client configuration records.

I would be grateful if you can share your insights.

[Deepak Negi]

Stick to the out-of-the-box (OOB) email client configurations provided by ServiceNow unless you have a compelling reason to customize. This ensures that you maintain compatibility with future upgrades and leverages built-in functionality.

1. Custom Email Notifications:

   • When a specific table requires unique email notifications that differ from the standard format or content, you might create a new configuration record. For example, if you have a custom incident management table that requires specific fields to be included in notifications.

2. Special Formatting Requirements:

   • If your organization needs to implement specific formatting, styling, or language considerations in emails for a certain table, creating a separate Email Client Configuration record can facilitate this.

3. Integration with External Systems:

   • When integrating with external systems that have specific requirements for email content or structure, custom configurations may be necessary to meet those requirements.

4. Different Email Handling Logic:

   • If you have unique handling logic for certain records, such as those that need to trigger specific workflows or actions based on email replies, creating a separate configuration can help manage this complexity.

5. Custom Tables or Applications:

   • If your organization has developed custom tables or applications that require email communication and have different requirements compared to standard ServiceNow applications, creating tailored Email Client Configuration records can ensure that those emails are processed correctly.

6. Security or Compliance Requirements:

   • In cases where security or compliance regulations dictate specific email handling procedures (such as encryption or specific data visibility), modifications to the email client configuration might be necessary.