Is there a recipient limit for emails sent from ServiceNow cases? Wondering if one case can be used to send a mass email. And if there is an audit trail?

[Robin34]

Looking to send out an email from a case within ServiceNow to a large number of recipients. Is there a recipient limit for emails sent from ServiceNow cases? Also, is there is an audit trail? 

[_ukasz Dybiczy2]

Hi Robin

I hope you are doing well

As of now, there is no recipient limit. System is processing outbound emails and separates them into chunks to make the process more efficient. It is advised to use those two properties to avoid mass email sending: 

• glide.smtp.one_chunk_per_send (default is false)
• glide.smtp.max.per.job (default is 1000)

First, as default will send out 100 emails at a time, with brief pauses between chunks, up to a maximum defined in the glide.smtp.max.per.job property. Once that max is reached, any emails that were claimed but are not sent get "unclaimed" and set back to send-ready. The email sending stops until the next time it is activated by the scheduled job.

[Tony Chatfield1]

Hi, the max number of email recipients is effectively defined in RFC 5321 (may not be the current RFC) as a minimum value
4.5.3.1.8.  Recipients Buffer

The minimum total number of recipients that MUST be buffered is 100

but some email vendors allow for more recipients.
From my experience\observations, if a message is triggered to a large number of recipients the SNC platform breaks the list down into multiple messages that meet this limitation, and these individual messages (with their recipients) can be seen in sys_email just like any other message.