--- sourceDocument: Brazil ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # Inbound email configuration # Inbound email configuration {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Inbound email configuration The Inbound Email Configuration section within the Email Properties page allows ServiceNow customers to control how inbound emails are processed by their instance. This configuration is crucial for managing email replies, forwards, user creation from email addresses, and trusted domains to streamline incident, request, and ticket creation workflows. Show full answer Show less ## Key Features * **Email Receiving Enablement (glide.email.read.active):** Enables or disables the inbound mail server to start or stop processing incoming emails. * **Reply Subject Prefixes (glide.email.replysubjectprefix):** Defines a comma-separated list of subject line prefixes that identify emails as replies (e.g., RE:, Aw:, Accepted:). Case sensitivity matters, so multiple case variants should be included to ensure correct recognition. * **Forward Subject Prefixes (glide.email.forwardsubjectprefix):** Defines prefixes that identify forwarded emails (e.g., fw:, fwd:), also case sensitive with recommendations to include multiple case variations. * **Automatic User Creation (glide.pop3readerjob.createcaller):** Controls whether the system creates new user records automatically when receiving emails from unknown addresses within trusted domains. If disabled, emails default to a guest user. * **Default Password for New Users (glide.user.defaultpassword):** Sets the initial password for users created automatically from inbound emails; users must reset this password upon first login. * **Trusted Domains for User Creation (glide.user.trusteddomain):** Specifies which email domains are considered trusted for automatic user creation from incoming emails. Using an asterisk () trusts all domains. Emails from untrusted domains are processed as guest users but do not create guest user records. ## Practical Application for ServiceNow Customers By configuring these properties, customers can manage inbound email processing effectively to ensure that: * Emails are correctly identified as replies or forwards, improving email threading and communication tracking. * Users are automatically created from trusted email domains, reducing manual user management and streamlining ticket creation workflows. * Email processing behavior aligns with organizational security policies by restricting automatic user creation to trusted domains only. * Email receiving can be enabled or disabled as needed to control inbound communication flow. These settings help maintain accurate user records, improve email communication handling, and support efficient incident and request management via email. The Inbound Email Configuration section of the Email Properties page contains properties to control inbound email. {#r_InboundMailConfiguration__table_bbt_1ry_bp__entry__3}{#r_InboundMailConfiguration__entry_EmailReceiptEnabled}{#r_InboundMailConfiguration__entry_EmailReplySubjectDesc}{#r_InboundMailConfiguration__entry_EmailForwardSubjectDesc}{#r_InboundMailConfiguration__entry_AutoCreateUsersDesc}{#r_InboundMailConfiguration__entry_DefaultPasswordDesc}{#r_InboundMailConfiguration__entry_TrustedDomainsDesc} | Property | Label | Description | |-|-|-| | glide.email.read.active | Email receiving enabled | Specifies whether to enable or disable the inbound mail server. * Type: true \| false * Default value: true {#r_InboundMailConfiguration__ul_e5m_r4y_bp} | | 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. * Type: string * Default value: re:,aw:,r:,Accepted:,Tentative:,Declined: {#r_InboundMailConfiguration__ul_e5g_gry_bp} 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. * Type: string * Default value: fw:,fwd: {#r_InboundMailConfiguration__ul_kjp_nry_bp} 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. * Type: true \| false * Default value: false * Learn More:Enabling Automatic User Creation {#r_InboundMailConfiguration__ul_oj4_z3d_cp} | | 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. * Type: string * Default value: password * Learn More:Enabling Automatic User Creation {#r_InboundMailConfiguration__ul_fpg_3jd_cp} | | 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. * Type: string * Default value: servicenow.com * Learn More:Enabling Automatic User Creation {#r_InboundMailConfiguration__ul_zc2_sjd_cp} | [Table 1. Inbound email properties] {#r_InboundMailConfiguration__table_bbt_1ry_bp} **Related concepts** * [Email image filtering properties](https://www.servicenow.com/docs/3HIYlLugRE5HZet8BSzc~Q "Use email image filtering properties to control how inbound email images attach to a target record.") * [Email digest properties](https://www.servicenow.com/docs/C2cc~Imb4wqp4Gj6P114Pg "Several properties are available to manage digest intervals for email digests.") **Related reference** * [Outbound email configuration](https://www.servicenow.com/docs/IqqfAqkdZyXvrmMXvV6yjQ "The Outbound Email Configuration section of the Email Properties page contains properties for sending email.") * [Advanced email properties](https://www.servicenow.com/docs/zDn5RNJJkzVrpzqf0iRzGA "Use advanced email properties to fine-tune the way your instance sends or receives email.")