Outgoing Email Rules
Route notifications from different teams and ticket types through the right email server without touching individual tickets.
Outgoing email rules let you control which outgoing server ServiceOps uses for each module's notifications, based on conditions such as department, technician group, assignee, or location. Without rules, ServiceOps uses the Primary server for all notifications. With rules, you can route HR tickets through an HR email server, IT tickets through a dedicated server, and so on.
To access outgoing email rules, navigate to Admin > Support Channel > Emails > Outgoing Email Servers and click Configure Outgoing Email Rules.
How Outgoing Email Rules Work
When a ticket notification is triggered (for example, a status change, SLA breach, or approval request), ServiceOps evaluates all enabled outgoing email rules for that module in the order they were created:
- Disabled rules are skipped entirely.
- The system checks each enabled rule's conditions against the ticket's attributes.
- If conditions match, that rule's outgoing server sends the notification. No further rules are checked.
- If no rules match, ServiceOps uses the Primary outgoing server as fallback.
Only the first matching rule fires. Create more specific rules first so they are evaluated before broader ones.
Configuring an Outgoing Email Rule
Click Configure Outgoing Email Rules from the Outgoing Email Servers list page. A panel opens with module tabs on the left.
Select a Module
Select the module tab for which you want to configure rules. Rules are configured independently per module.
| Module | When to configure a rule |
|---|---|
| Request | Route notifications for Incidents and Service Requests through a specific server |
| Problem | Route notifications for Problem Management tickets |
| Change | Route notifications for Change Management tickets |
| Release | Route notifications for Release Management tickets |
| Asset | Route notifications for Asset Management records |
| CMDB | Route notifications for CMDB configuration item changes |
| Contract | Route notifications for Contract Management tickets |
| Purchase | Route notifications for Purchase Order tickets |
Add and Configure a Rule
Click Add Outgoing Email Rule to add a new rule block. Configure the following:
| Field | Description |
|---|---|
| Enabled | Toggle to enable or disable the rule. Disabled rules are skipped during evaluation. |
| Outgoing Email | Select the outgoing email server to use when this rule matches. Required. |
| Conditions | One or more conditions that must be met for this rule to fire. |
Condition Fields
Each condition checks a specific attribute of the ticket. The following fields are available:
| Condition Field | What It Checks | Operator |
|---|---|---|
| Assignee | The technician assigned to the ticket | In, Not In |
| Department | The department associated with the ticket or requester | In, Not In |
| Company | The company associated with the requester | In, Not In |
| Technician Group | The technician group assigned to the ticket | In, Not In |
| Incoming Mailbox | The incoming email server that received the original email | In, Not In |
| Location | The location associated with the ticket or requester | In, Not In |
Combining Conditions
Use AND and OR logic to control when a rule fires.
| Logic | How to configure | Behaviour |
|---|---|---|
| AND | Click Add Condition within the same rule block | All conditions must match for the rule to fire |
| OR | Click Add Condition Group to add a new condition group | If any one condition group matches, the rule fires |
Use AND to narrow routing, for example: Department = HR AND Location = Asia. Use OR groups to broaden routing, for example: Department = HR OR Technician Group = IT Support.
Click Update to save. Use Add Outgoing Email Rule to add multiple rules per module. Each rule can be enabled or disabled independently. All changes are recorded in the Configuration Audit trail.