--- title: Using Email slug: neurons-for-itsm/admin-user-help/enu/latest/using-email docTags: createdAt: 2026-07-14T19:16:52.654Z --- **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](docId\:dgB4V84eDR0Axvy7MLnNF). 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](docId:9pO1e-ZqevTRb01UeMUu4) - [Viewing a Parent Record](docId:9pO1e-ZqevTRb01UeMUu4) - [Replying or Replying All to an Email](docId:9pO1e-ZqevTRb01UeMUu4) - [Forwarding an Email](docId:9pO1e-ZqevTRb01UeMUu4) - [Modifying an Email](docId:9pO1e-ZqevTRb01UeMUu4) - [Resending an Email](docId:9pO1e-ZqevTRb01UeMUu4) - [Using the Internal Email Feature](docId:9pO1e-ZqevTRb01UeMUu4) ## Viewing Email 1. Log in to the Service Desk console. 2. Open the **Email** workspace. A list of emails appears. 3. Double-click an item from the list to view details. ## Viewing a Parent Record 1. Log in to the Service Desk console. 2. Open the **Email** workspace. A list of emails appears. 3. Select an email. 4. Click **Open to Parent** from the toolbar. 5. Modify the record as needed. 6. 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. 1. Log in to the Service Desk console. 2. Open the **Email** workspace. A list of emails appears. 3. Open the email. 4. 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. 5. 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. :::Paragraph{indent="1"} The **Reply** buttons disappear and the message is ready to send. ::: 6. Click **Save**. The message is not sent until you save. :::Paragraph{indent="1"} 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). 1. Log in to the Service Desk console. 2. Open the **Email** workspace. A list of emails appears. 3. Open the email to forward. 4. 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. 5. Click **Forward**. The buttons disappear. 6. Enter the forwarding email address in the **To** box. 7. Click **Save**. The message is not sent until you save. :::Paragraph{indent="1"} After saving, the buttons appear again. ::: ## Modifying an Email 1. Log in to the Service Desk console. 2. Open the **Email** workspace. A list of emails appears. 3. Open the email to modify. 4. Modify the email. 5. Click **Save**. ## Resending an Email 1. Log in to the Service Desk console. 2. Open the **Email** workspace. A list of emails appears. 3. Select the email to resend. 4. 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](docId:03U6rgD0F3XVhD-Wd0-gl). ## 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. :::hint{type="info"} 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](docId\:dgB4V84eDR0Axvy7MLnNF) :::hint{type="warning"} 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. ::: :::hint{type="info"} **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. :::hint{type="info"} **In Summary** - ITSM does not process email updates from users included in the **Bcc** field. - However, when an email is sent or forwarded from ITSM, all recipients, including **Bcc **recipients, are stored as conversation participants. These recipients 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. :::