Using Email
Role: Administrator
Prerequisites: Enable the ForbidTags global constant to prevent layout misalignment in records that contain HTML fields. For more information, refer to List of Global Constants.
With Neurons for ITSM you can send, receive, forward, and modify emails. However, when composing an email, note that the size of the email body should not exceed 2 Mb.
Viewing Email
- Log in to the Service Desk console.
- Open the Email workspace. A list of emails appears.
- Double-click an item from the list to view details.
Viewing a Parent Record
- Log in to the Service Desk console.
- Open the Email workspace. A list of emails appears.
- Select an email.
- Click Open to Parent from the toolbar.
- Modify the record as needed.
- Click Save.
Replying or Replying All to an Email
You can reply or reply all to an email in the Email workspace, and add text or attachments.
- Log in to the Service Desk console.
- Open the Email workspace. A list of emails appears.
- Open the email.
- Edit the email as needed.
- Enter any added text into the Message text box.
- Paste from clipboard: Pastes any text on the computer clipboard into the message.
- Add Attachment: Adds an attachment to the email.
- Do any of the following:
- Click Reply. The reply message is sent to the first address listed.
- Click Reply All. The reply message is sent to all addresses listed.
The Reply buttons disappear and the message is ready to send.
- Click Save. The message is not sent until you save.
After saving, the buttons appear again.
Forwarding an Email
Emails containing attachments are automatically forwarded with the attachments. You can, however, add additional attachments (limited by server capability).
- Log in to the Service Desk console.
- Open the Email workspace. A list of emails appears.
- Open the email to forward.
- Edit the email as needed.
- Enter any added text into the Message text box.
- Paste from clipboard: For on-premise users only. Pastes any text on the computer clipboard into the message. You must have the clipboard data plug-in installed to use this feature. Refer to .
- Add Attachment: Adds an attachment to the email.
- Click Forward. The buttons disappear.
- Enter the forwarding email address in the To box.
- Click Save. The message is not sent until you save.
After saving, the buttons appear again.
Modifying an Email
- Log in to the Service Desk console.
- Open the Email workspace. A list of emails appears.
- Open the email to modify.
- Modify the email.
- Click Save.
Resending an Email
- Log in to the Service Desk console.
- Open the Email workspace. A list of emails appears.
- Select the email to resend.
- From the toolbar, click Resend email.
Using the Internal Email Feature
This feature enables you to test email functionality without requiring external email provider connections.
For information on using this feature, refer to Setting up Internal Email.
Manage Email Participation for Record Updates
ITSM processes email-based record updates only from users included in the email conversation.
When you receive an email notification for a record, you can update the record through email only if your email address is included in the To or Cc field. Users who are part of the email thread can reply to the email and perform email-based actions on the record.
To add another user to the email thread, add that user to the To or Cc field when you reply to the existing email thread. After the user is included in the conversation, ITSM recognizes them as a participant and processes their email updates.
Users who aren't included in the email conversation can't update the record by replying to the email. ITSM ignores these responses because it doesn't recognize the users as participants in the conversation.
Example:
You receive an ITSM email and want a colleague to participate in the conversation. Instead of forwarding the email, reply to the original email and add the colleague to the To or Cc field. This ensures that ITSM recognizes the colleague as part of the conversation.
If you forward the email from your mailbox, ITSM cannot recognize the forwarded recipient as participants. Any email from that recipient is ignored because they are not an authorized participant in the original email thread.
Users who receive an email only through an OwnedByTeam distribution list cannot participate in email-based record updates.
Enable secure email processing
EnableSecureEmailProcessing global constant controls whether ITSM processes email-based record updates only from recognized conversation participants. When enabled, only users included in the To or Cc fields of the original outbound email can update the associated record through email replies.
For more information, refer to List of Global Constants
Enabling this setting can affect existing workflows that rely on forwarded emails, distribution lists, Bcc recipients, or external participants to update records through email responses.
EnableSecureEmailProcessing global constant take effect after a server restart or within 1hour, depending on your environment.
Existing customers
For existing customers, EnableSecureEmailProcessing global constant is disabled by default to preserve existing email processing behavior. Administrators must set the global constant to True to enable secure email processing.
New customers
For new customers, EnableSecureEmailProcessing global constant is enabled by default in the out-of-the-box configuration.
In Summary
- ITSM does not process inbound email updates from users included only in the Bcc field, as they are not recognized as conversation participants.
- When ITSM sends or forwards an email, all recipients, including To, Cc, and Bcc recipients, are registered as conversation participants and can update the record through subsequent email replies.
- A newly added user can add additional users to the conversation by including them in the To or Cc field when replying to the conversation.
- This behavior applies to all record types, including Incidents, Service Requests, Changes, and other records.