Email setup

All email notifications use the email properties that you define and the email accounts that you set up.

Email accounts

Email administrators set up email accounts to allow the system to connect to external mail services such as POP3, SMTP, or IMAP servers. You can use the ServiceNow-provided email accounts or create your own accounts for your own email services.

Email properties

Use Email Properties to configure settings for inbound and outbound email. Email properties apply to all email accounts.

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 attachment size limits.

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. Instances continue to process email during an upgrade. For a possible explanation for undelivered emails, see the blog post Whitelisting emails sent from the ServiceNow infrastructure by a ServiceNow Technical Support Engineer in the ServiceNow Community.

For instructions on creating and sending custom emails when events on the instance occur, see the tasks in Email and SMS notifications.

Instance-to-instance communication via email

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