Inbound email configuration
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Summary of Inbound Email Configuration
The Inbound Email Configuration section of the Email Properties page allows you to manage how your ServiceNow instance handles incoming emails. This includes enabling or disabling the email receiving feature and defining how to identify replies and forwards based on subject prefixes.
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Key Features
- Enable/Disable Email Receiving: Control whether the inbound mail server is active (default is enabled).
- Reply Subject Prefix: Set a list of prefixes (e.g., re:, aw:) that identify emails as replies. Ensure case sensitivity to match the defined prefixes accurately.
- Forward Subject Prefix: Define prefixes (e.g., fw:, fwd:) that indicate forwarded emails, also case-sensitive for proper recognition.
- Automatic User Creation: Decide if new user records should be created for incoming emails from trusted domains. If enabled, new users are created with the email as the Caller in tickets.
- Default Password for New Users: Specify a default password for users created from emails, which they must reset upon first login.
- Trusted Domains: List trusted domains that allow automatic user creation from incoming emails. An asterisk () can be used to trust all domains.
Key Outcomes
By configuring inbound email settings, you can streamline how your ServiceNow instance interacts with incoming communications, enhance user management with automatic user creation, and ensure proper identification of email types, thus improving operational efficiency and user experience.
The Inbound Email Configuration section of the Email Properties page contains properties to control inbound email.
| Property | Label | Description |
|---|---|---|
| glide.email.read.active | Email receiving enabled | Specifies whether to enable or disable the
inbound mail server.
|
| glide.email.reply_subject_prefix | Identify email as a reply by these subject prefixes | Specifies the comma-separated list of
prefixes in the subject line that identify an email reply.
Note: The case of the reply prefix in the email, for example RE:,
must exactly match the case of the prefixes defined in this property. If, for
example, an email contains the Re: prefix and only RE: is defined in the
property, the email will not be recognized as a reply. Therefore, it is a best
practice to define multiple versions of the prefix, including mixed-case
versions, such as RE:, Re:, and so on. |
| glide.email.forward_subject_prefix | Identify email as a forward by these subject prefixes | Specifies the comma-separated list of
prefixes in the subject line that identify a forwarded email.
Note: The case of the forward prefix in the email, for example
fw:, must exactly match the case of the prefixes defined in this property. If,
for example, an email contains the Fwd: prefix and only fwd: is defined in the
property, the email will not be recognized as a forward. Therefore, it is a best
practice to define multiple versions of the prefix, including mixed-case
versions, such as FWD:, Fwd:, and so on. |
| glide.pop3readerjob.create_caller | Automatically create users for incoming emails from trusted domains | Controls the behavior when an instance
receives an email from an email address not associated with a user record. If this
property is set to true, the instance creates a new user
record for the email address and places that new user in the
Caller field of any tickets created. If the property is
set to false, the instance places
Guest in the Caller field of any
tickets created.
|
| glide.user.default_password | Default password for users created from email sent from trusted domains. (must reset upon login) | Specifies the password for new users created
from incoming email. Users must reset the password at first login.
|
| glide.user.trusted_domain | Trusted domains when creating users from incoming email. | Comma-separated list of trusted domains for
which the instance automatically creates a user based on incoming emails. Use an
asterisk (*) to trust all domains. If an email is not from a trusted domain, the
instance processes the inbound email as a "guest user" but it does not create a
guest user in the instance.
|