Email client configurations
Summarize
Summary of Email Client Configurations
Email client configurations in ServiceNow allow you to manage how the email client behaves when sending emails. These configurations control aspects like allowable email recipients, display of From and Reply-To addresses, and attachment handling. Each configuration applies to a specific ServiceNow table, enabling tailored email behavior for different business contexts or applications. The feature is available by default through the Email Client plugin (com.glide.emailclient).
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Key Features
- Email Client Recipient Qualifiers: Control which email recipients appear in the auto-complete lists for the To, Cc, and Bcc fields. Additional qualifiers help differentiate recipients with similar names and refine the results. The To field can also be made optional for sending emails.
- Email Client From Addresses: Manage the display of From and Reply-To addresses using Email Client Templates. You can specify allowable From addresses or hide them entirely to control sender identity on outgoing emails.
- Email Client Attachment Handling: Attachments sent via the email client can be linked either to the target record or the email record itself. Conditions can be set to determine how attachments are associated. Attachment status can be reviewed in the Email Attachments [sysemailattachment] table.
- Email Client Templates: Define message content and characteristics, including sender configurations, to standardize email communication.
How to Configure
- Build Controls: Administrators create recipient qualifiers and From address settings as building blocks.
- Create Configuration: Define a configuration that applies the controls to a specific ServiceNow table to govern email client behavior in that context.
- Roles: Users with admin roles can create and edit these configurations, while those with the emailclientadmin role have limited editing privileges on selected tables.
Benefits for ServiceNow Customers
By using email client configurations, customers can tailor email client behavior to specific applications or business processes, ensuring accurate recipient selection, consistent sender identity, and appropriate management of attachments. This leads to streamlined communication, improved compliance with organizational email policies, and enhanced user experience when sending emails through ServiceNow.
Use email client configurations to manage the behavior of your email client. Each configuration consists of different email controls for setting allowable email recipients and email addresses.
The Email Client Configuration module is activated by default through the Email Client plugin (com.glide.email_client).
How email client configurations work
Email client configurations determine how your email client behaves, such as whether the From address or Reply-To address should be displayed. A configuration applies to a specific ServiceNow table, which enables you to define email client behavior for a specific context, purpose, or application. For example, if you have email client users who send email about Customer Service case records, you can create a configuration that applies email client controls specific to customer service. You can also select the email client recipient qualifiers for controlling the auto-complete recipient results from a selected table, such as the Customer Contact table.
- Email client recipient qualifiers
- Recipient qualifiers control the email recipients returned in the auto-complete results
for the To, Cc, and Bcc fields of the email client. You can provide additional qualifiers
displayed in the auto-complete results to differentiate recipients that have the same names
and narrow the results.Note:Use the To is Optional field in the Email Client Configuration form to make the To: field optional to send an email.
- Email client From addresses
- This control enables the display of the From and Reply-To addresses. Use the Email Client Template to create a set of allowable From addresses that can be used when a user sends an email with the email client. You can provide a specific From address to be used in the email client, or you can choose to hide it entirely.
- Email client attachment handling
- By default, attachments that are sent from the email client are attached to the target record. Instead, you can select to attach files to the Email [sys_email] record, or you can set conditions that define which email client attachments are added to the target record. To see the status of all email attachments, go to the Email Attachments [sys_email_attachment] table.
Email client configuration process
Users with the admin role define and edit email client configurations. Users with the email_client_admin role can edit configuration information in selected tables.
- 1. Build the various email client controls that can be used to create an email client configuration.
- 2. Create the email client configuration.
- Define an email client configuration that determines how your email client behaves when users create an email message.