Inbound mail configuration
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Summary of Inbound mail configuration
The Inbound Mail Configuration section within the Email Properties page enables ServiceNow customers to control how inbound emails are received and processed by their instance. This configuration is essential for managing email interactions such as creating tickets, identifying replies and forwards, and handling user creation from incoming emails.
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Key Features
- Email Receiving Enabled (glide.email.read.active): Allows enabling or disabling the inbound mail server. Default is enabled (true).
- Reply Subject Prefixes (glide.email.replysubjectprefix): Defines a comma-separated list of exact-case prefixes in email subjects that identify replies. Best practice is to include multiple case variations (e.g., RE:, Re:) to ensure proper recognition.
- Forward Subject Prefixes (glide.email.forwardsubjectprefix): Defines a comma-separated list of exact-case prefixes identifying forwarded emails, with a similar case sensitivity recommendation as replies.
- Automatic User Creation (glide.pop3readerjob.createcaller): Controls whether to automatically create user records for incoming emails from trusted domains not yet associated with a user. When enabled, new users are created and assigned as Callers on tickets; otherwise, the Caller is set as Guest.
- Default Password for Auto-Created Users (glide.user.defaultpassword): Specifies the initial password for users created via incoming email, which must be reset upon first login.
- Trusted Domains (glide.user.trusteddomain): Defines which email domains are trusted for automatic user creation. Can include multiple domains or an asterisk () to trust all domains. Emails from untrusted domains are treated as guest users without user creation.
Practical Implications for ServiceNow Customers
Configuring inbound mail properties allows customers to efficiently manage how their instance handles incoming emails, ensuring that replies and forwards are correctly identified, and that users can be created automatically from trusted domains to streamline ticket creation and user management. Properly setting subject prefixes avoids misclassification of emails, while trusted domain settings safeguard against unwanted user creation.
Enabling automatic user creation simplifies onboarding users who contact the ServiceNow instance via email, but requires attention to trusted domains and password policies to maintain security.
The Inbound Mail 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.
|