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Emails

Configure email servers in ServiceOps once and the system handles all ticket routing, notifications, and requester responses automatically.

ServiceOps uses email to send and receive notifications, allow end-users to create tickets by sending an email, and route automated alerts to the right teams. This section covers how to configure and manage all email-related settings in ServiceOps.

To access the Emails section, navigate to Admin > Support Channel > Emails.

Screenshot of the ServiceOps Emails menu, displaying Outgoing Email Servers, Incoming Email Servers, and Email Preference tabs.

Prerequisites​

Before configuring email servers in ServiceOps, ensure the following:

  • ServiceOps Email Application: The URL https://email-app.serviceops.ai/ must be accessible from your ServiceOps instance.
  • Internet Connectivity: Your ServiceOps instance must have stable internet connectivity.
  • Email Protocol Enablement: The protocols you plan to use (SMTP, MAPI, POP3, IMAP) must be enabled on your email account.
  • Email Service Provider Details: Have your server addresses, port numbers, security types, and authentication details ready.
  • OAuth Configuration: If using OAuth (Microsoft Azure or Gmail), have the Client ID, Client Secret, Authorization URL, Token URL, and Scope available from your cloud console.
  • Admin Consent (Microsoft): If your Microsoft Azure environment requires administrator consent for applications, refer to Configuring Admin Consent before proceeding.

What's in This Section​

Outgoing Email ServerConfigure servers used by ServiceOps to send notifications, ticket updates, and announcements. Includes protocol selection, server setup, health monitoring, and testing.Outgoing Email RulesDefine conditions to route outgoing notifications through specific servers based on module, department, technician group, and location.Incoming Email ServerConfigure servers used by ServiceOps to receive emails and convert them into tickets. Includes protocol selection, server setup, health monitoring, and testing.Incoming Email RulesDefine conditions to automatically route incoming emails to the right technician group and request type. Includes a worked use case with HR and IT Support mailboxes.Email PreferencesControl email-to-ticket behavior, CC/BCC handling, reply processing, and outgoing server selection. Includes end-to-end use cases.Configuring Admin ConsentConfigure Microsoft Azure admin consent so all users in your organization can connect ServiceOps to Microsoft email without individual permission prompts.Configuring Microsoft Azure for OAuthStep-by-step guide for registering an Azure AD application and configuring OAuth for both incoming and outgoing email servers.Configuring Gmail for OAuthStep-by-step guide for setting up Gmail OAuth for both incoming and outgoing email servers in ServiceOps.Configuring Gmail for Basic AuthGuide for setting up Gmail using App Password authentication for both incoming and outgoing email servers in ServiceOps.

Best Practices​

  • Set a Primary server: Always configure at least one incoming and one outgoing server with the Primary toggle enabled to ensure email processing continues if other servers become unavailable.
  • Use TLS or SSL in production: Always select TLS or SSL as the Security Type for all email connections. Use None only for internal or test environments.
  • Use Filters for multi-server setups: When multiple servers handle different teams, departments, or regions, use domain, email, or keyword filters to ensure only intended senders and recipients are processed by each server.
  • Re-test after changes: Use the Test Connection button after any change to server credentials, port, or security settings to confirm the server is still reachable and delivering correctly.
  • Reconfigure after upgrading from v8.0: If upgraded from ServiceOps 8.0 to 8.1 or later, all email servers must be reconfigured as new OAuth parameters (Token URL, Scope, Redirect URL) were introduced.