Email client configurations
Summarize
Summary of Email Client Configurations
Email client configurations in ServiceNow control how the email client behaves, including recipient selection, sender addresses, and attachment handling. These configurations are table-specific, allowing tailored email behavior for different business contexts, such as customer service or case management. The Email Client Configuration module is enabled by default via the Email Client plugin.
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Key Features
- Email Client Recipient Qualifiers: Manage which recipients appear in the auto-complete lists for To, Cc, and Bcc fields. Qualifiers help differentiate recipients with similar names and refine results. Administrators can also make the To: field optional for sending emails.
- Email Client From Addresses: Control the display and selection of From and Reply-To addresses. Using Email Client Templates, you can specify allowable From addresses or hide them entirely to control sender identity.
- Email Client Attachment Handling: By default, attachments sent via the email client attach to the target record, but configurations allow attachments to be linked to the Email [sysemail] record instead or based on specified conditions. Attachment status is monitored in the Email Attachments [sysemailattachment] table.
- Email Client Templates: Define message content, sender configuration, and other email characteristics to standardize email communications.
Configuration and Roles
Administrators (with the admin role) create and manage email client configurations, while users with the emailclientadmin role can edit configuration details on selected tables. The process involves:
- Building email client controls, such as recipient qualifiers and From addresses.
- Creating configurations that determine email client behavior per ServiceNow table.
- Applying recipient qualifiers to control auto-complete recipient lists.
- Setting allowable From addresses for outgoing emails.
Practical Benefits
ServiceNow customers can use email client configurations to:
- Customize email sender identity and recipient selection for different applications.
- Improve email accuracy and relevance by controlling recipient auto-complete results.
- Manage how attachments are linked to records, ensuring proper documentation.
- Standardize email templates to ensure consistent and compliant communications.
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.