Inbound mail configuration

The Inbound Mail Configuration section of the Email Properties page contains properties to control inbound email.

Figure 1. Inbound Email Configuration
Table 1. Inbound email properties
Property Label Description
glide.email.read.active Email receiving enabled Specifies whether to enable or disable the inbound mail server.
  • Type: true | false
  • Default value: true
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.
  • Type: string
  • Default value: re:,aw:,r:,Accepted:,Tentative:,Declined:
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.
  • 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:, and so on.
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 email 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: X-ServiceNow-Spam-Flag:YES,X-ServiceNow-Virus:INFECTED,Auto-Submitted:auto-replied,X-ServiceNow-Generated:true,X-FC-MachineGenerated:true,Content-Type:multipart/report; report-type=delivery-status;
Note: If the Email Filters plugin is activated, the Ignore header email filter overrides this property. The property does not appear on the Mail Properties page when email filters are enabled.
glide.pop3.ignore_subjects Ignore email 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
Note: If the Email Filters plugin is activated, the Ignore subject email filter overrides this property. The property does not appear on the Mail Properties page when email filters are enabled
glide.pop3.ignore_senders Ignore email 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
Note: If the Email Filters plugin is activated, the Ignore sender email filter overrides this property. The property does not appear on the Mail Properties page when email filters are enabled
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.
  • Type: true | false
  • Default value: false
  • Learn More:Enabling Automatic User Creation
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.
  • Type: string
  • Default value: password
  • Learn More:Enabling Automatic User Creation
glide.user.trusted_domain Trusted domains when creating users from incoming email (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.
  • Type: string
  • Default value: asterisk (*)
  • Learn More:Enabling Automatic User Creation