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Email client configurations

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Email client configurations

Use email client configurations to manage the behavior of your email client. Each configuration consists of different email controls for setting allowable email recipients and email addresses.

In new and upgraded instances, the Email Client Configuration module is activated by default through the Email Client (com.glide.email_client) and Email Address Filter (com.glide.email_address_filter) plugins.
Note: If you upgraded to the Madrid release, a default email client configuration is created automatically during upgrade. This default email configuration is used if you do not define any other email client configurations. Also, if you previously defined certain email client properties to control email address auto-complete, disambiguation, and the display of the From and Reply-To email addresses, those settings are retained in the default email client configuration.

How email client configurations work

Email client configurations determine how your email client behaves, such as whether the From address or Reply-To address should be displayed, and the allowable addresses that can be entered by your users. A configuration applies to a specific ServiceNow table, which enables you to define email client behavior for a specific context, purpose, or application. For example, if you have email client users who send email about Customer Service case records, you can create a configuration that applies email client controls specific to customer service. You can select the email client recipient qualifiers for controlling the auto-complete recipient results from a selected table, such as the Customer Contact table. You can also set email address filters that determine the allowable addresses from a table, such as the Customer Contact table.

An email client configuration consists of the following components:
Email client recipient qualifiers
Recipient qualifiers control the email recipients returned in the auto-complete results for the To, Cc, and Bcc fields of the email client. You can provide additional qualifiers displayed in the auto-complete results to differentiate recipients that have the same names and narrow the results.
Email client From addresses
This control enables the display of the From and Reply-To addresses. Use the Email Client Template to create a set of allowable From addresses that can be used when a user sends an email with the email client. You can provide a specific From address to be used in the email client, or you can choose to hide it entirely.
Email client attachment handling
By default, attachments that are sent from the email client are attached to the target record. Instead, you can select to attach files to the Email [sys_email] record, or you can set conditions that define which email client attachments are added to the target record. To see the status of all email attachments, go to the Email Attachments [sys_email_attachment] table.
Email address filters
Email address filters allow or disallow certain email addresses that users can enter in the email client. You can specify an email whitelist that specifies allowable domains or an email blacklist that disallows certain domains.
You can also use an Email Client Template to define the content of an email client message and set other message characteristics, such as an email sender (From address) configuration.

Email client configuration process

Users with the admin role define and edit email client configurations. Users with the email_client_admin role can edit configuration information in selected tables.

1. Build the various email client controls that can be used to create an email client configuration.
2. Create the email client configuration.
Define an email client configuration that determines how your email client behaves when users create an email message.
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