Email client configurations
Summarize
Summary of Email client configurations
Email client configurations in ServiceNow enable you to manage and customize how the email client behaves when users send emails. These configurations allow control over recipient selection, sender addresses, and attachment handling, tailored to specific ServiceNow tables and business contexts. The Email Client Configuration module is activated by default via the Email Client plugin (com.glide.emailclient).
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Key Features
- Email client recipient qualifiers: Define rules that control which email recipients appear in the auto-complete lists for To, Cc, and Bcc fields. Additional qualifiers help differentiate recipients with similar names and narrow recipient selections. The "To is Optional" setting can make the To field optional when sending emails.
- Email client From addresses: Manage which From and Reply-To addresses are displayed and used when sending emails. Using Email Client Templates, you can specify allowable From addresses or hide them entirely.
- Email client attachment handling: Configure whether attachments sent via the email client attach to the target record or to the Email [sysemail] record. You can also set conditions to control attachment behavior. The Email Attachments [sysemailattachment] table provides visibility into all email attachments.
- Email Client Templates: Use templates to define email content and message characteristics, including sender address configurations.
Configuration and Administration
- Administrators (users with the admin role) create and manage email client configurations by first building the necessary controls such as recipient qualifiers and From addresses.
- Users with the emailclientadmin role can edit configuration information within selected tables.
- Configurations are applied to specific ServiceNow tables, enabling context-specific email client behavior, such as for Customer Service case records.
Practical Benefits
By implementing email client configurations, you gain precise control over how emails are composed and sent within your ServiceNow environment. This enhances user experience by streamlining recipient selection, ensuring appropriate sender information, and managing attachments effectively. Ultimately, it supports consistent communication aligned with your organizational policies and specific application needs.
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.