Setting Up Email
Users can create incidents and other business objects (such as problems, changes, and Knowledge Base articles) by email. By default, Neurons for ITSM includes a business object to create an incident using email, but to create other business objects, you must create additional inboxes and provide users with a template.
Neurons for ITSM stores the configuration for an email service provider as a service business object in the Neurons for ITSM Configuration Database, while tenant-specific configurations are stored within each tenant database.
The email service sends emails using the individual SMTP configuration for the tenant.
The Neurons for ITSM email service only supports HTML and plain text. It does not support rich text format (RTF).
Enable the ForbidTags global constant to prevent layout misalignment in records that contain HTML fields. For more information, refer to List of Global Constants.