Please use docs.servicenow.com for the latest documentation.

This site is for reference purposes only and may not be accurate for the latest ServiceNow version

Configuring Email

From Wiki Archive
Jump to: navigation, search


Note
Note: This article applies to Fuji. For more current information, see E-mail Setup at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Please refer to http://docs.servicenow.com for the latest product documentation.




Overview

All email notifications use the email properties you define in the System Properties > Email module. For instructions on creating and sending custom emails when ServiceNow events occur, see the tasks in Email Notifications.

Configuration Options

ServiceNow offers the following email configuration options.

Note
Note: When the email accounts plugin is active, the system does not use the email properties. Configure account settings through the Email Accounts module.


Standard Configurations Using ServiceNow SMTP and POP3

A POP3 mailbox is created on the ServiceNow mail server with an [email protected] naming convention. Your end users will see email messages from that email address when submitting requests to the ServiceNow application (such as requesting an approval or opening an incident). The ServiceNow application uses the ServiceNow SMTP server to process outbound email messages to your users ([email protected]). These messages are sent from the ServiceNow datacenter, routed as standard SMTP traffic to your primary Mail Exchange (MX) server, and processed internally within your organization. The ServiceNow mail servers are configured to use opportunistic TLS, meaning that if your internal mail servers support sending and receiving messages via a Transport Layer Security (TLS)-encrypted channel, ServiceNow servers support that communication.

Note
Note: Instances do not support the processing of incoming email messages with a signed certificate. The body of the email is stripped out because the instance cannot process the part of the email that is stored in plain text or HTML.


Standard Email Configuration

The standard email configuration uses the SMTP and POP3 services provided by ServiceNow.

Note
Note: ServiceNow automatically adds the necessary system property settings when provisioning your instance. You should not need to change any settings to enable email, but these settings are provided as a reference.


Standard Email Configuration

  1. Navigate to System Properties > Email.
  2. Configure the following email properties and click Save.
Property Section System Property Label Setting Required
Outgoing Mail Server glide.email.smtp.active Mail sending enabled. Yes
Outgoing Mail Server glide.email.user SMTP account (e.g. [email protected]). Username is before the '@' when SMTP authentication is enabled Email address of the instance. For example, [email protected].

Standard Email Configuration Using Your Own Address or Domain

You can use the standard ServiceNow email infrastructure with your own internal email address. Typically, organizations use a custom email address to change the reply-to address from the instance name to a custom email address within their domain.

Note
Note: This configuration requires changing your internal email architecture to forward email from your custom email address to your instance's actual email address. ServiceNow also recommends implementing a spam filter on your custom email address to prevent unwanted mail from triggering actions on your instance.


Standard Email Configuration Using Your Own Email Address or Domain

  1. Navigate to System Properties > Email.
  2. Configure the following email properties and click Save.
  3. Set up a forward on your internal email architecture. For example, forward mail sent to [email protected] to [email protected].
Property Section System Property Label Setting Required
Outgoing Mail Server glide.email.smtp.active Mail sending enabled. Yes
Outgoing Mail Server glide.email.user SMTP account (e.g. [email protected]). Username is before the '@' when SMTP authentication is enabled Custom email address you want to use in place of the instance email address. For example, [email protected]. This address becomes the instance's reply-to address.
Outbound Mail Configuration glide.email.username Outgoing mail display name (e.g. "Help Desk") The display name of the custom email address. For example, Help Desk.

Alternate Configurations Using Your Own SMTP or POP3

Some organizations utilize their own internal email architecture to handle email. This may be useful if you want to leverage existing filtering, retention, or compliance aspects of your internal email architecture. You can combine the ServiceNow email architecture with your own internal architecture as needed.

Alternate Email Configuration Using Your Own SMTP Server

This alternate email configuration uses a customer SMTP server and the ServiceNow POP3 server.

Alternate Email Configuration Using Your Own Custom SMTP Server

  1. Navigate to System Properties > Email.
  2. Configure the following email properties and click Save.
  3. Verify you receive a Connection Successful message for the Outgoing Mail Server.
  4. Set up a forward on your internal email architecture. For example, forward mail sent to [email protected] to [email protected].
Property Section System Property Label Setting Required
Outgoing Mail Server glide.email.smtp.active Mail sending enabled. Yes
Outgoing Mail Server glide.email.server SMTP mail server URL to your SMTP server. For example, smtp.yourdomain.com.
Outgoing Mail Server glide.smtp.auth SMTP server requires username and password authentication Select Yes if your SMTP server requires authentication.
Outgoing Mail Server glide.email.user SMTP account (e.g. [email protected]). Username is before the '@' when SMTP authentication is enabled Email address to use for both SMTP authentication and the reply to address. For example, [email protected].
Outgoing Mail Server glide.email.user_password SMTP account password Password for your SMTP server.
Outbound Mail Configuration glide.email.username Outgoing mail display name (e.g. "Help Desk") Display name for the SMTP email address. For example, SMTP.

Alternate Email Configuration Using Your Own POP3 Server

This alternate email configuration uses an internal POP3 server and the ServiceNow SMTP server.

Alternate Email Configuration Using Your Own Custom POP3 Server

  1. Navigate to System Properties > Email.
  2. Configure the following email properties and click Save.
  3. Verify the Incoming Mail Server displays a Connection Successful message.
Property Section System Property Label Setting Required
Incoming Mail Server glide.email.read.active Mail receiving enabled Yes
Incoming Mail Server glide.pop3.server POP3 mail server URL to your POP3 server. For example, pop.yourdomain.com.
Incoming Mail Server glide.pop3.user POP3 account Email address to use for POP authentication. For example, [email protected].
Incoming Mail Server glide.pop3.password POP3 account password Password for the POP3 server.

Alternate Email Configuration Using Your Own SMTP and POP3 Servers

This alternate email configuration uses both internal SMTP and POP3 servers.

Alternate Email Configuration Using Your Own Custom SMTP and POP3 Servers

  1. Navigate to System Properties > Email.
  2. Configure the following email properties and click Save.
  3. Verify you receive a Connection Successful message for the Outgoing Mail Server.
Property Section System Property Label Setting Required
Outgoing Mail Server glide.email.smtp.active Mail sending enabled. Yes
Outgoing Mail Server glide.email.server SMTP mail server URL to your SMTP server. For example, smtp.yourdomain.com.
Outgoing Mail Server glide.smtp.auth SMTP server requires username and password authentication Select Yes if your SMTP server requires authentication.
Outgoing Mail Server glide.email.user SMTP account (e.g. [email protected]). Username is before the '@' when SMTP authentication is enabled Email address to use for both SMTP authentication and the reply to address. For example, [email protected].
Outgoing Mail Server glide.email.user_password SMTP account password Password for your SMTP server.
Outbound Mail Configuration glide.email.username Outgoing mail display name (e.g. "Help Desk") Display name for the SMTP email address. For example, SMTP.
Incoming Mail Server glide.email.read.active Mail receiving enabled Yes
Incoming Mail Server glide.pop3.server POP3 mail server URL to your POP3 server. For example, pop.yourdomain.com.
Incoming Mail Server glide.pop3.user POP3 account Email address to use for POP authentication. For example, [email protected].
Incoming Mail Server glide.pop3.password POP3 account password Password for the POP3 server.

Email Size Restrictions

For instances that use a standard email configuration, the system cannot send or receive emails that are larger than 25MB, including the email header, body text, and attachments. Instances configured to use an alternate email configuration may support different maximum total file sizes. The maximum email size limit is enforced regardless of any configured email body or attachment size limits.

Note
Note: Even if the email and its attachments are less than 25MB, the actual size of an email message could be larger when it gets encoded by an email client. So these messages might exceed the limit when they reach the instance.


Email Service Availability

Email service is intentionally shut down on instance clones to prevent resending already delivered email.

Upgrades no longer require an extended interruption of email service (Dublin release). Instances will continue to process email during an upgrade.

For a possible explanation for undelivered emails, see Whitelisting emails sent from the ServiceNow infrastructure on the ServiceNow Community.

Instance-to-Instance Communication via Email

ServiceNow does not recommend using email notifications to communicate between two instances. Use Web Services instead.

Next Steps

After enabling email on your instance, you may want to complete these related tasks.

  • Test the email configuration by routing all email to a single user (set the glide.email.test.user property).
  • Review the baseline email notifications to determine if they meet your business needs.
  • Review the baseline inbound email actions to determine if they meet your business needs.
  • Determine if you want to create users when ServiceNow receives an email from an unrecognized user.
  • Determine what kind of watermarks outbound email uses to associate records with email messages.
  • Set the precedence of outgoing mail. By default, ServiceNow sends email with a precedence of "bulk" (set the glide.smtp.precedence_bulk property).
  • Consider preventing untrusted users from triggering inbound actions. This is one way of preventing unwanted email from affecting your instance.
  • Implement a spam filter to restrict unwanted messages sent to your custom email addresses.

Enhancements

Dublin

Calgary

  • The default SMTP server changed to relay.
  • A new property glide.email.mail_to specifies the email address to use as the reply to address in links included in email notifications. This property allows customers to use distinct email addresses for SMTP authentication and notifications.
  • A new property glide.email.smtp.max_recipients specifies the maximum number of recipients a notification can have before ServiceNow splits the notification into multiple messages. By default, ServiceNow splits a notification with more than 100 recipients into multiple messages with each message having up to 100 recipients.