Email Preferences

Fine-tune how ServiceOps converts incoming emails into tickets, handles replies, and routes notifications so the right information reaches the right people.

Email Preferences let you control how ServiceOps processes incoming emails and creates tickets from them.

To view Email Preferences, navigate to Admin > Support Channel > Emails > Email Preference.

Settings

Setting	Default	Description
Enable Email to Ticket	On	Allow users to create a new request by sending an email. Any user (registered or unregistered) can send an email to generate a request. When enabled, the email subject becomes the Request Subject and the email body becomes the Request Description. For example, if you need to pause ticket creation during maintenance, turn this off. Emails sent during that time will not be picked up and remain on the mail server until polling resumes.
Allow Guest User to generate request from E-mail to Ticket	On	When enabled, guest users can create service requests by sending emails to a configured incoming email address. When disabled, emails from guest users will not create requests even if sent to a valid incoming email address. For example, if an end user emails support@company.com but their address is not registered in ServiceOps, their ticket is still created and they are added as a Guest User. When disabled, their email is silently ignored and no ticket is created.
Select Recipient Type Considered as CC User for Requests	CC User	Configure whether To and CC email recipients are automatically included in the Cc Emails field of the Request Details Other Info section upon ticket creation. For example, if To User is selected and a requester emails the servicedesk address along with a colleague in the To field, that colleague's email is added as CC on the ticket.
Use Reply-To email address to create Requester?	On	When enabled, ServiceOps uses the Reply-To header of the incoming email to identify the requester instead of the From address. Useful when automated systems send emails on behalf of a real user. For example, if a monitoring tool sends an alert from alerts@system.com but sets the Reply-To as john@company.com, John becomes the requester. When disabled, the From address (alerts@system.com) is used instead.
For forwarded emails by Technicians, consider original sender as Requester	On	When enabled, if a technician forwards an email to the system, the original sender is designated as the requester for the newly created ticket. For example, if a technician receives a complaint from client@abc.com in their personal inbox and forwards it to support@company.com, the original sender (client@abc.com) becomes the requester. When disabled, the technician becomes the requester.
Allow User to select Outgoing Email	On	When enabled, users can select the desired outgoing email server for sending emails. The Outgoing Email field appears in the Notification and Work Conversations tab of the Incident and Service Request Details page. For example, a technician handling a ticket can choose a department-specific outgoing server from a dropdown instead of using the default server.
Allow Ticket Creation when Incoming Mail Server Address is Added in CC	On	When enabled, tickets are created when the system's incoming email address is included in the CC field. For example, if a requester sends an email to their manager but CCs support@company.com, a ticket is created. When disabled, the email is ignored because the incoming email server address was not the primary recipient.
Allow Ticket Creation when Incoming Mail Server Address is Added in BCC	On	When enabled, tickets are created when the system's incoming email address is included in the BCC field. For example, if a requester sends an email to their vendor but BCCs support@company.com, a ticket is created silently. When disabled, the email is ignored.
On reply received from requester for closed request	Add reply to request	Select one of the following options: • Add reply to request — appends the reply without reopening the ticket. • Reopen request and add reply to request — reopens the ticket within a configurable grace period in days; after the grace period, a new request is created. • Create new request — always creates a new ticket. For example, if a ticket was closed but the requester replies saying the issue is not resolved, selecting Reopen request and add reply to request automatically reopens the ticket with their message attached.
On reply email received from other than assigned technician on request	Add reply mail as collaboration	Select one of the following options: • Add reply mail as collaboration — adds the reply as a collaboration note visible only to the team, not the requester. • Add reply mail as reply — adds the reply as a direct reply visible to the requester. For example, if another technician (not assigned to the ticket) replies to the ticket email thread, selecting Add reply mail as collaboration adds their message as a collaboration note visible only to the team, not the requester.

Duplicate Detection

When the same email is scanned repeatedly (via IMAP in Gmail or Outlook), the system detects previously created tickets using the message ID and ignores duplicates.

Guest Requester Setting

For guest users to successfully create requests via email, the Allow Guest Requester to report a Request option must also be enabled in Support Portal Settings.

Example (CC Recipient Handling): If To User and CC User are selected, and a ticket is created with jerry@motadata.com in the To field and john@motadata.com, james@motadata.com in CC, all three addresses are added to the Cc Emails field.

CC Email Exclusion

The email address configured as an Incoming Email Server is not included in the Cc Emails field.

Use Cases

Use Case: Route Emails to a Specific Request Type

Scenario: Emails sent to a dedicated IT Support mailbox should automatically create a Laptop Service Request and route it to the correct team.

Prerequisites:

• Enable Email to Ticket and Allow Guest User to generate request from E-mail to Ticket must be enabled in Admin > Support Channel > Emails > Email Preference.

For the complete configuration of the incoming email server, incoming email rule, and optional workflow, see Incoming Email Rules.

Use Case: Auto-Assign Incidents Created via Email

Scenario: When an end-user sends an email to create a new incident, ServiceOps should automatically assign it to a technician using round-robin auto-assignment.

Prerequisites:

• Enable Email to Ticket and Allow Guest User to generate request from E-mail to Ticket must be enabled in Admin > Support Channel > Emails > Email Preference.
• A dedicated incoming email server must be configured in ServiceOps.
• A technician group with round-robin auto-assignment configured must be available.

Configuration Steps:

1. Enable Email to Ticket: Navigate to Admin > Support Channel > Emails > Email Preference and switch on Enable Email to Ticket and Allow Guest User to generate request from E-mail to Ticket.

2. Configure an Incoming Email Server: Navigate to Admin > Support Channel > Emails > Incoming Email Servers and configure an incoming email server (for example, it.incident@example.com) with Technician Group set to Network Team. Ensure the server is enabled.

3. Configure a Workflow for Auto-Assignment: Navigate to Admin > Automation > Workflows and create a new workflow with the following settings:

   • Name: Auto Assign Incident Via Email
   • Module: Request
   • Workflow Type: Event
   • Trigger: Incident is created
   • If Else Condition: Source In Email
   • Action: Set Auto Assignment Round Robin

   

Outcome: When a user sends an email to the configured incoming address, a new incident is created and automatically assigned to an available technician via round-robin. The Audit Trail confirms the auto-assignment and the Source field in Other Info shows Email.

Troubleshooting

Emails are received but no tickets are created

1. Confirm Enable Email to Ticket is switched on in Admin > Support Channel > Emails > Email Preference.
2. If the sender is a guest user, confirm Allow Guest User to generate request from E-mail to Ticket is also enabled, and that Allow Guest Requester to report a Request is enabled in Support Portal Settings.
3. Check the incoming email server's filter configuration. An Ignore rule may be silently discarding the sender's emails.
4. Review the Email Audit log at Admin > Organization > Security > Operation Audit for rejection details.

CC recipients are not appearing on the ticket

1. Confirm the Select Recipient Type Considered as CC User for Requests dropdown includes the appropriate recipient type (To User, CC User, or both).
2. The email address configured as an Incoming Email Server is always excluded from Cc Emails. This is expected behaviour.
3. Verify the recipients are registered users or that guest user ticket creation is enabled.

Replies to closed tickets are creating duplicate tickets unexpectedly

The On reply received from requester for closed request setting controls this behaviour. If Create new request is selected, every reply creates a new ticket. To prevent this:

1. Navigate to Admin > Support Channel > Emails > Email Preference.
2. Set On reply received from requester for closed request to Reopen request and add reply to request or Add reply to request, depending on whether you want the ticket reopened.
3. Click Update to save.

Related Topics

• Incoming Email Server
• Incoming Email Rules
• Outgoing Email Server
• Outgoing Email Rules
• Support Portal Settings
• Incident and Service Request Details
• Email Server Troubleshooting