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    Home Paris Now Platform Capabilities Now Platform capabilities Notifications System notifications Email and SMS notifications Watermarks on notification emails

    Watermarks on notification emails

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    Watermarks on notification emails

    By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.

    Starting with the Jakarta release, the system automatically generates randomized watermarks for notification emails in base systems. The random 20-character string reduces the possibility of a watermark being guessed or coincidentally matching the watermark of an email from another instance.

    Note: If you are upgrading from a release before Jakarta, random watermark support is optional and requires the Random Watermark Support plugin to be activated.

    Watermark format

    The email watermark always begins with "Ref:" to identify the label as a watermark. After this identifier, the default label is 31 characters in length and consists of:
    • Customizable prefix — The default prefix is MSG.
    • Auto-numbered identifier — The numeric string identifying the source record, such as incident, problem, or change request.
    • An underscore character followed by a random 20-character string
    Figure 1. Randomized watermark example
    Randomized watermark format

    When inbound emails are processed, the system matches random watermarks to the appropriate source records.

    Watermark configuration

    Watermarks are always generated, but you can configure them to:
    • Create a custom watermark prefix for each instance to prevent accidentally triggering events in the wrong instance.
    • Have custom prefix characters after MSG
    • Be hidden globally
    • Be omitted from individual email messages
    If watermarks are omitted from email notifications, inbound email actions might not work properly. Without a watermark, the system processes inbound email messages as described in Criteria for matching email to inbound actions.
    Note: Email clients that use the plain text version of the email still show the watermark.
    • Create a custom watermark prefix for email notifications

      By default, email notifications use the watermark prefix MSG, but you can create a custom watermark prefix.

    • Omit an email notification watermark

      You can omit watermarks on email notifications if you do not want the instance to match the notification to an existing record.

    • Hide email watermarks globally

      Rather than omitting watermarks, it is possible to hide watermarks on a global basis using HTML markup.

    Related tasks
    • Create notification categories
    • Create an email notification
    Related concepts
    • Email templates
    • Email layouts
    • Email retention
    • Email digests
    • Domain separation and Notifications
    • Troubleshooting notification emails

    Tags:

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      Watermarks on notification emails

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Watermarks on notification emails

      By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.

      Starting with the Jakarta release, the system automatically generates randomized watermarks for notification emails in base systems. The random 20-character string reduces the possibility of a watermark being guessed or coincidentally matching the watermark of an email from another instance.

      Note: If you are upgrading from a release before Jakarta, random watermark support is optional and requires the Random Watermark Support plugin to be activated.

      Watermark format

      The email watermark always begins with "Ref:" to identify the label as a watermark. After this identifier, the default label is 31 characters in length and consists of:
      • Customizable prefix — The default prefix is MSG.
      • Auto-numbered identifier — The numeric string identifying the source record, such as incident, problem, or change request.
      • An underscore character followed by a random 20-character string
      Figure 1. Randomized watermark example
      Randomized watermark format

      When inbound emails are processed, the system matches random watermarks to the appropriate source records.

      Watermark configuration

      Watermarks are always generated, but you can configure them to:
      • Create a custom watermark prefix for each instance to prevent accidentally triggering events in the wrong instance.
      • Have custom prefix characters after MSG
      • Be hidden globally
      • Be omitted from individual email messages
      If watermarks are omitted from email notifications, inbound email actions might not work properly. Without a watermark, the system processes inbound email messages as described in Criteria for matching email to inbound actions.
      Note: Email clients that use the plain text version of the email still show the watermark.
      • Create a custom watermark prefix for email notifications

        By default, email notifications use the watermark prefix MSG, but you can create a custom watermark prefix.

      • Omit an email notification watermark

        You can omit watermarks on email notifications if you do not want the instance to match the notification to an existing record.

      • Hide email watermarks globally

        Rather than omitting watermarks, it is possible to hide watermarks on a global basis using HTML markup.

      Related tasks
      • Create notification categories
      • Create an email notification
      Related concepts
      • Email templates
      • Email layouts
      • Email retention
      • Email digests
      • Domain separation and Notifications
      • Troubleshooting notification emails

      Tags:

      Feedback

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