Inbound email configuration
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Summary of Inbound email configuration
The Inbound Email Configuration section on the Email Properties page in ServiceNow allows customers to manage how their instance processes incoming emails. These settings control email reception, identification of replies and forwards, and user creation from emails, enabling streamlined communication and automated user management.
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Key Features
- Email Receiving Enabled (glide.email.read.active): Toggle to enable or disable the inbound mail server, controlling whether the instance accepts incoming emails.
- Reply Subject Prefixes (glide.email.replysubjectprefix): Define a list of subject line prefixes that identify an email as a reply. Matching is case-sensitive, so it is recommended to include multiple case variations (e.g., RE:, Re:).
- Forward Subject Prefixes (glide.email.forwardsubjectprefix): Specify prefixes that recognize forwarded emails, again with case-sensitive matching and recommended multiple case versions (e.g., FWD:, Fwd:).
- Automatic User Creation (glide.pop3readerjob.createcaller): When enabled, the system automatically creates a new user record for emails from trusted domains not currently associated with a user. If disabled, such emails are assigned to a Guest user.
- Default Password for Auto-Created Users (glide.user.defaultpassword): Sets the initial password for users created automatically from trusted domain emails. Users must reset this password upon first login.
- Trusted Domains (glide.user.trusteddomain): Defines which domains are trusted for automatic user creation. A wildcard () can be used to trust all domains. Emails from untrusted domains are treated as guest users but do not create guest user records.
Practical Application for ServiceNow Customers
By configuring these inbound email properties, customers can ensure accurate classification of emails as replies or forwards, maintain control over which emails are processed, and automate user creation from incoming emails securely based on trusted domains. This setup improves incident and request management by linking communications to the correct users or guest profiles, reducing manual effort and enhancing user experience.
The Inbound Email Configuration section of the Email Properties page contains properties to control inbound email.
| Property | Label | Description |
|---|---|---|
| glide.email.read.active | Email receiving enabled | Specifies whether to enable or disable the
inbound mail server.
|
| 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.
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.
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.
|
| 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.
|
| 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.
|