Email Properties

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Contents

1 Overview

Users with the admin role can set email properties from the System Properties > Email module, which divides properties into logical sections. Additional properties can be added to the System Properties table to fine tune email settings.

For more information about email properties see Configuring Email.

2 Mail Diagnostics

The top section of the Mail Properties page displays information about the current state of your email configuration.

Field Description
Outbound Mail Status
Mail Sending Status of outbound email as either Enabled or Disabled.
Mail in Queue Number of email messages in the Outbox.
Last Sent Mail Date and time the last email message was sent.
SMTP Sender State Current state of the SMTP Sender job, which determines how often to send email. By default, this job runs every minute. If the state is anything other than Ready, the instance may not be able to send email.
SMTP Sender processing time Duration of the last SMTP Sender job run. This value should be shorter than the SMTP Sender interval.
SMTP Sender last run Date and time when the SMTP Sender job last ran.
Inbound Mail Status
Mail Receiving Status of inbound email as either Enabled or Disabled.
Last Received Mail Date and time the last email message was received.
POP Reader State Current state of the POP Reader job, which downloads any email waiting on the mail server and creates email.read events. By default, the POP Reader scheduled job checks for new email every 2 minutes. If the state is anything other than Ready, the instance may not be able to receive email.
POP Reader processing time Duration of the last POP Reader job run. This value should be shorter than the POP Reader interval.
POP Reader last run Date and time when the POP Reader job last ran.

2.1 Additional Diagnostic Information for Email Accounts

If the Email Accounts plugin is active, the diagnostics section displays the status of each active email account. Click the account name to navigate directly to the Email Account record of the account.

3 Outgoing Mail Server

The Outgoing Mail Server section of the System Properties > Email module contains the following properties. These settings are also used for the POP server if no value is specified in the associated Incoming Mail Server properties.

Note
Note: More information for these properties can be found at Configuring Email, unless otherwise noted.


Property Label Description
glide.email.smtp.active Mail sending enabled Specifies whether to enable or disable the outgoing mail server.
  • Type: true | false
  • Default value: true
glide.email.server SMTP mail server Specifies the URL of the outgoing mail server. By default, the outgoing mail server is a ServiceNow SMTP server. This server is also used as the incoming mail server if one is not specified. This server must be accessible from the ServiceNow domain. SMTP uses port 25 by default. If you are using a different port for SMTP, be sure to specify it with glide.smtp.port.

Leave this value blank to disable outgoing email.

  • Type: string
  • Default value: relay
glide.email.user SMTP account (e.g., helpdesk@company.com). Username is before the '@' when SMTP authentication is enabled Specifies the email address you want to use for SMTP authentication. The string before the @ (such as helpdesk) is used as the incoming (POP) account name if one is not specified.
  • Type: string
  • Default value: none
glide.email.user_password SMTP account password Specifies the password for the outgoing mail server. Also used as the incoming mail server password if one is not specified. If the Email Accounts plugin is activated, this field is not used.
  • Type: string
  • Default value: none
glide.smtp.auth SMTP server requires username and password authentication Specifies whether to authenticate the outgoing SMTP mail server with the credentials provided in the user name (glide.email.user) and password (glide.email.user_password) properties.
  • Type: true | false
  • Default value: false
glide.smtp.encryption SMTP Encryption Specifies how to encrypt communications with the SMTP server (starting with the Dublin release). Options include None, SSL, or TLS.
  • Type: choice
  • Default Value: None
glide.smtp.port SMTP server port (25) Communications port on which the instance listens for SMTP traffic (starting with the Dublin release).
  • Type: integer
  • Default value: 25

4 Outbound Mail Configuration

The Outbound Mail Configuration section of the System Properties > Email module contains the following properties.

Note
Note: More information for these properties can be found at Configuring Email, unless otherwise noted.


Property Label Description
glide.email.test.user Send all mail to this test email address (non-production testing) Specifies the comma-separated list of email addresses to which the instance sends all email messages. Typically used in non-production instances for testing purposes.
  • Type: string
  • Default value: none
glide.email.username Outgoing email display name (e.g., "Help Desk") Specifies the display name for the email address you use for all SMTP mail, test and production.
  • Type: string
  • Default value: IT Service Desk
glide.email.append.timezone Append timezone to dates and times in sent mail Specifies whether to append the system time zone to date and date/time values in outbound emails. For example, 2010-07-02 04:01:14 PST.
  • Type: true | false
  • Default value: true
glide.email.watermark.visible Create visible watermark in sent mail. If false, create invisible watermark via hidden div tag. Indicates whether the watermark in email notifications is visible (true) or wrapped in a hidden div tag (false).
  • Type: true | false
  • Default value: false
glide.smtp.defer_retry_ids Resend email if server returns these SMTP error codes Specifies the comma-separated list of SMTP error codes that force the instance to resend email.
  • Type: string
  • Default value: 421,450,451,452
glide.smtp.fail_message_ids Do not resend mail if server returns these SMTP error codes Specifies the comma-separated list of SMTP error codes that prevent the instance from resending email.
  • Type: string
  • Default value: 500,501,502,503,504,550,551,552,553,554
glide.smtp.default_retry Resend mail when server returns unknown SMTP error codes. Enables (true) or disables (false) resending email when an unknown SMTP error code is encountered. The instance only recognizes the SMTP error codes defined in the glide.smtp.defer_retry_ids property.
  • Type: true | false
  • Default value: true
glide.ui.activity.email_roles Roles that can view mail in the Activity formatter when including "Sent/Received Emails" Specifies the comma-separated list of roles that can view email in the activity formatter.
  • Type: string
  • Default value: itil
glide.email.journal.lines Number of journal entries (Additional comments, Work notes, etc.) included in email notifications (-1 means all). Specifies the number of entries from a journal field, such as Additional comments or Work notes, included in email notifications. A value of -1 includes all journal entries.

5 Incoming Mail Server

The Incoming Mail Server section of the System Properties > Email module contains the following properties. If these properties are blank, the instance uses the Outgoing Mail Server settings for incoming email.

Note
Note: More information for these properties can be found at Configuring Email, unless otherwise noted.


Property Label Description
glide.email.read.active Mail receiving enabled Specifies whether to enable or disable the inbound mail server.
  • Type: true | false
  • Default value: true
glide.pop3.server POP3 mail server Specifies the URL of the incoming mail server if it is different than the outbound mail server. By default, the incoming mail server is a ServiceNow POP3 server.
  • Type: string
  • Default value: value of glide.email.server
glide.pop3.user POP3 account Specifies the incoming mail account name for the POP3 server.
  • Type: string
  • Default value: value of glide.email.user
glide.pop3.password POP3 account password Password for the POP3 server. Contact your mail server administrator for this value. If the Email Accounts plugin is activated, this field is not used.
  • Type: string
  • Default value: value of glide.email.user_password
glide.pop3.secure Connect to POP3 server using SSL encryption Controls whether the instance connects to the incoming POP mail server using SSL encryption.
  • Type: true | false
  • Default value: false
glide.pop3.port POP3 server port (110) Communications port on which the instance listens for POP3 traffic (starting with the Dublin release).
  • Type: integer
  • Default value: 110

6 Inbound Mail Configuration

The Inbound Mail Configuration section of the System Properties > Email module contains the following properties.

Note
Note: More information for these properties can be found at Configuring Email, unless otherwise noted.


Property Label Description
glide.email.reply_subject_prefix Identify mail 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:

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:, etc.

glide.email.forward_subject_prefix Identify mail 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:, etc.

glide.pop3.reply_separators Discard everything below this text if found in a reply body (comma separated, case sensitive) Specifies the comma-separated list of separators that cause the instance to disregard everything below the text string in the message body. This list is case sensitive.
  • Type: string
  • Default value: \n\n-----Original Message-----,\n\n _____ \n\nFrom:
glide.pop3.ignore_headers Ignore mail with these headers (comma separated name:value pairs) Specifies the comma-separated list of email headers that cause the instance to ignore an email message. Use the format name:value to specify email header types and values. You can use a wildcard (*) for the subtype. For example, Content-Type:multipart/*; report-type=delivery-status; ignores emails containing a type of multipart and a value of report-type=delivery-status. For syntax specifications, see http://www.w3.org/Protocols/rfc1341/4_Content-Type.html.
  • Type: string
  • Default value: Auto-Submitted:auto-replied,X-FC-MachineGenerated:true,Content-Type:multipart/report; report-type=delivery-status;
glide.pop3.ignore_subjects Ignore mail when subject starts with text (comma separated, case insensitive) Specifies the comma-separated list of strings that cause the instance to ignore an email message if the string is present at the start of a subject line. These values are not case sensitive.
  • Type: string
  • Default value: out of office autoreply, undeliverable:, delivery failure:,returned mail:,autoreply
glide.pop3.ignore_senders Ignore mail from these senders. Use the name before the @ sign. (comma-separated) Specifies the comma-separated list of senders that cause the instance to ignore an email message. Enter only the name before the at sign (@).
  • Type: string
  • Default value: mailer-daemon, postmaster
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, ServiceNow 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, ServiceNow places Guest in the Caller field of any tickets created.
glide.user.default_password Default password for users created from mail 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 mail (Ignore mail from untrusted domains unless from an existing user; use * for all domains) Specifies the comma-separated list of trusted domains for creating users from incoming emails. Use an asterisk (*) to trust all domains. The instance ignores incoming email from other domains unless it is from an existing user's address. The instance does not create guest users from email from untrusted domains.

7 Additional Properties

The following advanced properties enable the email server administrator to fine tune the way ServiceNow sends or receives email. These properties do not appear in the Mail Properties page and must be added to the System Property [sys_properties] table before they can be used to overwrite the defaults.

Property Description
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 timezone.
  • Type: true | false
  • Default value: false
glide.email.mail_to Specifies the email address for sending notifications that use the ${mailto:} variable.
  • Type: string
  • Default value: value of glide.email.user property
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.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.
glide.email.smtp.max_recipients Specifies the maximum number of recipients the instance can list in the To: line 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. The instance establishes a new SMTP connection if there are more emails to send than the specified value.
  • Type: integer
  • Default value: 100
glide.email.text_plain.strip_xhtml Indicates whether both outbound and inbound emails that are shown in comments convert the XML to plain text (true) or preserve the XML (false).
  • Type: true | false
  • Default value: true
glide.imap.secure Specifies whether to enable SSL encryption for connections to the IMAP server.
  • Type: true | false
  • Default value: false
glide.imap.secure.port Specifies the communications port for IMAP secure connections.
  • Type: string
  • Default value: 995
glide.imap.tls Specifies whether to start the IMAP server in Transport Layer Security (TLS) mode.
  • Type: true | false
  • Default value: false
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.secure [Legacy] Specifies whether to enable SSL encryption for SMTP connections in releases prior to Dublin.

Use the glide.smtp.encryption property in the Outgoing Mail Server section of the Mail Properties page to specify how to encrypt communications with the SMTP server (starting with the Dublin release).

  • 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.smtp.tls [Legacy] Enables (true) or disables (false) Transport Layer Security (TLS) encryption for outgoing mail in releases prior to Dublin.

Use the glide.smtp.encryption property in the Outgoing Mail Server section of the Mail Properties page to specify how to encrypt communications with the SMTP server (starting with the Dublin release).

  • Type: true | false
  • Default value: false
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.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 elipsis character (...).
  • Type: string
  • Default value: 5

8 Enhancements

8.1 Dublin

  • The Mail Properties page has a new layout.
  • The Mail Diagnostics section provides information about the current state of your email configuration.
  • A new system property, glide.smtp.encryption, in the Outgoing Mail Server section of the Mail Properties page replaces the glide.smtp.secure and glide.smtp.tls properties for specifying how to encrypt communications with the SMTP server.
  • The following system properties are private to prevent their values from being copied to new instances during clone requests or as part of update sets: glide.email.override.url, glide.email.user, glide.pop3.secure, and glide.smtp.auth.
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