Setting Up Email
Users can create incidents and other business objects (such as problems, changes, and Knowledge Base articles) by email. By default, Service Manager includes a business object to use to create an incident using email but to create other business objects, you must create additional inboxes and provide users with a template.
Service Manager stores the configuration for an email service provider as a service business object in the Service Manager Configuration Database, while tenant-specific configurations are stored within each tenant database.
The email service sends emails using the individual SMTP configuration for the tenant.
The Service Manager email service only supports HTML and plain text. It does not support rich text format (RTF).