Advanced email properties

  • Release version: Yokohama
  • Updated January 30, 2025
  • 12 minutes to read

    • Use advanced email properties to fine-tune the way your instance sends or receives email.

    Add these properties to the System Property [sys_properties] table before they can be used to overwrite the defaults.

    com.glide.email.max_read
    Specifies the maximum number of emails a POP3 reader should process concurrently.
    • Type: integer
    • Default value: 20
    com.snc.on_call_rotation.reminders.showtz
    Specifies whether to show a user's time zone.
    • Type: true | false
    • Default value: false
    glide.cms.use_email_override_url
    Forces the system to use the glide.email.override.url property, rather than the glide.servlet.uri property, when a notification has a link to a CMS page in an instance.
    • Type: true | false
    • Default value: false
    • Location: System Property [sys_properties] table
    glide.email_address_filter.max_domains
    Sets the maximum number of domains that can be associated with a single email address filter.
    • Type: integer
    • Default value: 100
    glide.email_address_filter.max_exceptions
    Sets the maximum number of exceptions that can be associated with a single email address filter.
    • Type: integer
    • Default value: 1000
    glide.email.allow_duplicate_message_ids
    Allows storing of emails with duplicate message IDs and adds error message "Duplicate message-id encountered, prevented loop."
    • Type: true | false
    • Default value: false
    glide.email.append.timezone
    Appends the user time zone to all date and time values in outbound email messages (for example, 2018-07-02 04:01:14 PST). The time zone does not show if the system property glide.sys.time_format does not have a "z" value. For more information on configuring the time zone in email notifications, see Time zone for email notifications.
    • Type: true | false
    • Default: false
    glide.email.email_client.check_attachment_availability

    Enables a system scan of each file that a user attaches to an email draft in the email client. If a file is found to be infected with a virus, the user can't send the email with the attached file. The user must remove the attachment to send the email.

    • Type: true | false
    • Default value: true
    glide.email.email_with_no_target_visible_to_all
    Email that is missing a target record or whose target record is the email are made visible to any user regardless of their roles. By turning this property to false, the user is restricted unless they sent in the record or have an admin role.
    • Type: true | false
    • Value: false
    glide.email.inbound.calendar_behavior
    Specifies how the system stores calendar data, such as an invitation or an invitation response. Enter one of these options (not case sensitive):
    • Attach: Store the calendar data as an attachment on the associated record, such as the incident or change that triggers an invitation.
    • Ignore: Discard the calendar data.
    • Inline: Store the calendar data as text in the email Body field.
    • Type: string
    • Default value: Attach
    glide.email.inbound.check_attachment_availability

    Prevents users from downloading and using virus-infected files that are attached to inbound emails.

    The system detects infected files in an email by checking the ServiceNow virus header. If there are multiple email attachments, the system scans the files via Antivirus Scanning. All attachments that are found to be infected are made unavailable for use.

    • Type: true | false
    • Default value: true
    glide.email.inbound.convert_html_inline_attachment_references
    Specifies whether to convert inbound email HTML so email images appear in the email HTML body preview. The system displays broken cid (content ID) links in place of images received when this property is disabled. The format in which the system displays an email image depends on the property setting at the time the email is received, not the current property setting.
    • Type: true | false
    • Default value: true
    glide.email.inbound.generate.missing.html.part
    Enables the system to generate HTML text for inbound emails that contain only a plain text message.
    • Type: true | false
    • Default value: true
    glide.email.inbound.generate.missing.text.part
    Enables the system to generate plain text for inbound emails that contain only an HTML message.
    • Type: true | false
    • Default value: true
    glide.email.inbound.max_attachment_count
    Sets the maximum number of attachments allowed per inbound email.
    • Type: integer
    • Default value: 30
    • Location: System Property [sys_properties] table
    glide.email.inbound.max_body_chars
    Sets the maximum body size in characters allowed per inbound email.
    • Type: integer
    • Default value: 524288
    glide.email.inbound.max_total_attachment_size_bytes
    Sets the maximum total attachment size in bytes allowed per inbound email.
    • Type: integer
    • Default value: 18874368
    • Location: System Property [sys_properties] table
    glide.email.inbound_action_set_email_ignored_when_user_disabled
    Sets email to received ignored when met with one of two conditions:
    • User account (guest or any other account used to run the inbound email action) is inactive.
    • The user account (guest or any other account used to run the inbound email action) is locked out and the glide.pop3.process_locked_out property is set to false.
    • Type: true | false
    • Default value: true
    glide.email.mail_to
    Specifies the email address for sending notifications that use the ${mailto:} variable.
    • Type: string
    • Default value: SMTP email address that is active by default
    glide.email.name_split
    Specifies the delimiter used between first and last names in an email address. For example, a delimiter of "." (period) in the email address john.smith@company.com tells the system to look for a user record for John Smith.
    • Type: string
    • Default value: period (.)
    glide.email.notification.save_when_no_recipients
    Controls whether a notification-generated sys_mail record is saved even if there are no recipients. Used along with other notification recipient logging properties, this property enables investigating problems with notifications.
    • Type: true | false
    • Default value: false
    glide.email.outbound.check_attachment_availability

    Prevents users from sending emails that contain virus-infected files.

    If an outbound email contains an attachment that was previously marked as infected via Antivirus Scanning, then the system doesn't send the email. An event is created to indicate that the email attachment is not available for use.
    • Type: true | false
    • Default value: true
    glide.email.outbound.header.auto_submitted
    Stores the value used in the "Auto-submitted" outbound email header. Clear the property value to remove the "Auto-submitted" header from all outbound emails. Some spam filters flag auto-generated email as spam.
    • Type: string
    • Default value: auto-generated
    glide.email.outbound.max_attachment_count
    Sets the maximum number of attachments allowed per outbound email.
    • Type: integer
    • Default value: 30
    • Location: System Property [sys_properties] table
    glide.email.outbound.max_body_chars
    Sets the maximum body size in characters allowed per outbound email.
    • Type: integer
    • Default value: 524288
    glide.email.outbound.max_total_attachment_size_bytes
    Sets the maximum total attachment size in bytes allowed per outbound email.
    • Type: integer
    • Default value: 18874368
    • Location: System Property [sys_properties] table
    glide.email.override.url
    Sets the URL to use in emailed links in place of the instance URL. The URL should end with nav_to.do. An example value is https://servicenow.customerdomain.com/production.nav_to.do. This property is suitable for customers who use custom redirect URLs for their instances.
    • Type: string
    • Default value: instance URL
    glide.email.remove_illegal_address_quotes
    Removes invalid quotation marks from an inbound email address, thus allowing the inbound email address to be accepted as valid. For example, when you set the property to true, the address "john.doe@example.com" is changed to john.doe@example.com. However, only addresses that are formatted as John Doe <'john.doe@example.com'> are removed entirely.
    • Type: true | false
    • Default: false
    glide.email.smtp.max_recipients
    Specifies the maximum number of recipients the instance can list in the To:, CC:, BCC: lines combined for a single email notification. Notifications that would exceed this limit instead create duplicate email notifications addressed to a subset of the recipient list. Each email notification has the same maximum number of recipients.
    • Type: integer
    • Default value: 100
    glide.email.smtp.max_send
    Specifies how many emails to send through each new SMTP connection. If there are more emails to send than the specified value, the instance establishes a new SMTP connection.
    • Type: integer
    • Default value: 100
    glide.email.smtp.max_recipients_overall
    Specifies the overall maximum number of recipients an email can be sent to. Specifies the maximum number of recipients the instance can list in the To:, CC:, BCC: lines for a single email notification.
    • Type: integer
    • Default value: 100000
    glide.email_system_address_filter.max_address_filters
    Sets the maximum number of email filters that can be associated with a single system address filter.
    • Type: integer
    • Default value: 100
    glide.email.text_plain.strip_xhtml
    Converts the XML of both outbound and inbound emails that are shown in comments to plain text. If false, the system preserves the XML.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_logging
    Enables or disables logging all reasons a recipient was excluded. If set to true, the subsequent properties dealing with the exclusion of logging are enabled. If false, the properties are disabled. This property cannot suppress log messages generated by the glide.email.test.user property.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_logging.device_inactive
    Logs recipients who are excluded because their chosen notification device record is marked as inactive.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_logging.device_schedule
    Logs recipients who are excluded based on the Schedule field on the Notification Device [cmn_notif_device] record for their chosen notification device.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_logging.event_creator
    Logs recipients who are excluded because they initiated the notification event, such as updating an incident record. The Send to Event Creator check box is then cleared on the notification record.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_logging.invalid_email
    Logs recipients who are excluded because the email address for that user is invalid, for example the @ is missing, or empty.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_ logging.user_calendar_integration_disabled
    Logs recipients of calendar invitations who are excluded. Recipients are excluded because the Calendar Integration field is set to None on the user record.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_logging.user_inactive
    Logs recipients who are excluded because the Active check box is cleared on the user record.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.exclude_ logging.user_notification_disabled
    Logs recipients who are excluded because the Notification field is set to Disabled on the user record.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_logging
    Enables or disables logging all reasons a recipient was included. If set to true, the subsequent properties dealing with the inclusion of logging are enabled. If false, the properties are disabled.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_logging.delegate
    Logs recipients who are included because they are delegates of another user.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_logging.event_parm
    Logs recipients who are included because they are in the parm1 or parm2 fields of the event record.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_logging.recipient_fields
    Logs recipients who are specified in the Users/Groups in Field field for the notification record. The recipient_fields are fields in the target record that contain a recipient to add. For example, to include an incident assignee as a recipient, set the Users/Groups in Field field to Assigned to.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_ logging.recipient_groups.group_email
    Logs users who are included in a notification that is sent to a group. The property also logs users in the event parm1 or parm2 field.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_ logging.recipient_groups.manager
    Logs recipients who manage a recipient group. The property also logs users in the event parm1 or parm2 field.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_ logging.recipient_groups.membership
    Logs recipients who are part of a notification recipient group. The property also logs users in the event parm1 or parm2 field.
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_logging.recipient_users
    Logs recipients who are included via notification record’s Users field (recipient_users).
    • Type: true | false
    • Default value: true
    glide.notification.recipient.include_logging.subscription
    Logs recipients because they are subscribed via the user notification preferences.
    • Type: true | false
    • Default value: true
    glide.pop3.parse_start
    Specifies the text that indicates the beginning of the email body section. The instance parses name:value pairs within this section to set or update field values when processing inbound email actions.
    • Type: string
    • Default value: none
    glide.pop3.parse_end
    Text indicating the end of the email body section where the instance should parse name:value pairs to update field values when processing inbound email actions.
    • Type: string
    • Default value: none
    glide.smtp.dateformat
    Specify the date format to use for outgoing email notifications.
    • Type: string
    • Default value: date format listed in email sender's user record [sys_user.date_format]
    glide.smtp.precedence_bulk
    Specifies whether outbound email includes the header "Precedence: bulk". Some spam filters flag bulk email as spam. Set the value to false to remove this header from outbound email.
    • Type: true | false
    • Default value: true
    glide.smtp.send_partial
    Splits outgoing email between valid and invalid recipients. The email is sent only to the valid recipients. A new email containing the invalid recipients is created in the send-ready state and attempts to send again.
    • Type: true | false
    • Default value: false
    glide.smtp.timeformat
    Specify the time format to use for outgoing email notifications.
    • Type: string
    • Default value: time format listed in email sender's user record [sys_user.time_format]
    glide.ui.activity.email.use_display
    Specifies whether to display email addresses or user IDs (display value from the User table) in email headers. If true, the instance searches for a user record with a matching email address. If it cannot find a matching user record, it displays the email address.
    • Type: true | false
    • Default value: false
    glide.activity.rule.sys_email.expand_max_body_size
    Specifies the limit of the volume of data which can be processed via a single click of Expand All or getEmailBodies operation. If limit value is hit the user is notified that The maximum allotted email text threshold has been reached and some mails are not expanded.
    glide.ui.email_client.email_address.disambiguator
    Sets the columns from the User [sys_user] table that the auto-complete list displays. Separate each column name with a semicolon character (;).
    • Type: string
    • Default value: name
    glide.ui.incident_activity.max_addresses
    Specifies the maximum number of addresses to list in an email audit record. If the number of addresses exceeds this limit, the instance truncates the list after the maximum value and displays an ellipsis character (...).
    • Type: string
    • Default value: 5
    NotifyAffectedCI.max_rel_level
    Sets a value that is used by the Affected ci notifications business rule. The business rule notifies subscribers when tasks affect configuration items (CIs). The business rule generates notifications for parent CIs up to the level defined by this property. You can adjust the property value according to the complexity and depth of your CI relationships.
    • Type: integer
    • Default value: 5
    glide.email.inbound.attachment_extensions_blacklist
    Restrict attachments with questionable file extensions for inbound email.
    glide.email.smtp.claim.lookback.hrs
    Sets the default value of 24 hours. Any email older than 24 hours will not be sent by the system. This protects the system from having a huge number of sent emails at a time or if the outbox has a large number of emails waiting to be sent.

    Set to a value greater than 24 (hours) and increase it in intervals to not send a large number of emails at one time. Depending on how big the backlog of emails is and how spaced out they are created in time, you might want to start with a value of 36 (1.5 days worth), let those go out, then set the value again to maybe 48 (two days), and keep increasing the value until all of the older emails are sent.

    • Type: integer
    • Value: 24
    glide.email.outbound.static_translation.enabled
    Enables the system property for static translation of notifications for the global application.
    • Type: true | false
    • Default value: true
    glide.notification.translation.dynamic
    Enables the system property for dynamic translation of notifications for the global application.
    • Type: true | false
    • Default value: true
    glide.security.file.mime_type.validation.inbound_email

    When set to true, validates the mime type of attachments in the inbound email.

    • Type: true | false
    • Default value: false