Inbound mail configuration

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Inbound Mail Configuration

    The Inbound Mail Configuration section in ServiceNow allows administrators to manage properties that control how incoming emails are processed. This is essential for ensuring that your organization can effectively handle and respond to emails received through the ServiceNow platform.

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    Key Features

    • Enable/Disable Inbound Mail: The property glide.email.read.active allows you to enable or disable the inbound mail server, with the default setting being true.
    • Email Reply Identification: Use glide.email.replysubjectprefix to specify subject prefixes (e.g., re:, aw:) that identify emails as replies. Ensure the case matches exactly to avoid recognition issues.
    • Email Forward Identification: The property glide.email.forwardsubjectprefix identifies forwarded emails using specified prefixes (e.g., fw:, fwd:), requiring exact case matching as well.
    • Automatic User Creation: The property glide.pop3readerjob.createcaller determines if new user records should be created for incoming emails from trusted domains, defaulting to false.
    • Default Password for New Users: Set with glide.user.defaultpassword, this property specifies the default password for new users created from email, which must be reset upon first login.
    • Trusted Domains: The property glide.user.trusteddomain lets you define which domains are trusted for automatic user creation, with servicenow.com as the default.

    Key Outcomes

    By configuring inbound mail settings, organizations can streamline email handling, improve user management, and ensure that replies and forwards are correctly identified. This results in more efficient ticket creation and better overall service delivery through the ServiceNow platform.

    The Inbound Mail Configuration section of the Email Properties page contains properties to control inbound email.

    Table 1. Inbound email properties
    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
    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:
    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:
    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
    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
    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