Watermarks on notification emails
By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.
Starting with the Jakarta release, the system automatically generates randomized watermarks for notification emails in base systems. The random 20-character string reduces the possibility of a watermark being guessed or coincidentally matching the watermark of an email from another instance.
주:
If you are upgrading from a release before Jakarta, random watermark support is optional
and requires the Random Watermark Support plugin to be activated.
Watermark format
The email watermark always begins with "Ref:" to identify the label as
a watermark. After this identifier, the default label is 31 characters in length and consists
of:
- Customizable prefix — The default prefix is MSG.
- Auto-numbered identifier — The numeric string identifying the source record, such as incident, problem, or change request.
- An underscore character followed by a random 20-character string
When inbound emails are processed, the system matches random watermarks to the appropriate source records.
Watermark configuration
Watermarks are always generated, but you can configure them to:
- Create a custom watermark prefix for each instance to prevent accidentally triggering events in the wrong instance.
- Have custom prefix characters after MSG
- Be hidden globally
- Be omitted from individual email messages
If watermarks are omitted from email notifications, inbound email actions might not work
properly. Without a watermark, the system processes inbound email messages as described in .
주:
Email clients that use the plain text version of the email still show the
watermark.