Configuring email notification for your system

Email notification settings for internal (Agent and Administrator) and external (Customer) users must be configured. Notification emails are routed directly to the SMTP mail server that you define. You must configure the server settings for email notifications.

The following topics are provided:

Before you begin

Ensure that the email address of the user who is configuring the email settings is added as the Primary Email on that user’s account.

To configure email notification for your system

  1. Click the Administration tab.
  2. In the System Management section, click Email Settings > Notifications (System).
    The Notifications (System) page appears.
  3. In the Notifications section:
    1. Select Enable Email Notification.
      This setting overrides the notification setting set for specific containers.
    2. Enter the SMTP Server and SMTP Server Port information.
    3. (Optional) In the SMTP Server Encryption Method field, select the type of encryption used by this server.
    4. (Optional) Select Use Authentication and enter the User Name and Password for the server.
    5. In the Default fields:
      1. In the Default Reply-to Address field, enter the email address where you want replies to be sent.
        FootPrints processes all email that arrive for this address. Administrators can enter their email address here as long as it is not the same address used for the Incoming Email account.

      2. In the Default Name to Display in "From" Field, enter the name that you want used in outgoing emails, such as Service Desk.
      3. In the Default Domain Name field, enter the domain name that you want used in outgoing emails.
  4. In the File Attachments field, enter the maximum size permitted for outgoing attachments.
    The default is 5000 KB per message.
  5. In the Email Address Filters section:
    1. To add a filter, click Add. A new row appears. In the Filtered Address field, enter the email address that you want to filter. In the Type field, select either No send or Only send, and then click Update.
    2. To edit a filter, click the pencil icon next to the filter. Modify the fields as needed, and click Update.
    3. To delete a filter, click the check box next to the address and click Delete. A confirmation message appears. Click Yes.
  6. To test the connection to the specified SMTP server, click Test Connection. 
    A test email message is sent to the primary email address of the user who is configuring the email notification settings.
  7. Click Save.
    Your changes are implemented.

Overview of parameters for email notifications

Based on your requirement, you can customize the parameters for sending outgoing email notifications.

  • Parameter values cannot be empty.
  • Parameter values must be specified in positive integers within the specified range.
  • Parameter values must not contain any special characters (! @ # $ % ^ ‘ “ & * ( ) _ + , \ / ? < >).


If you do not enter any parameter values or enter invalid values, default parameter values are used.

The following table provides information about parameters used for email notifications:

Email Notification ParameterDescription

Sender Job Interval Between Retries

This parameter specifies the minutes after which the system attempts to resend the failed notifications.

Default value: 60 minutes

Value range: 5–1440 minutes

Example: If it is 10:00 AM now and some notifications failed to be sent, the next attempt to resend is scheduled at 11:00 AM.

Sender Job Maximum Number of Retries

This parameter specifies the maximum number of times the system attempts to resend a failed notification.

Default value: 3 attempts

Value range: 1–10 attempts

Example: If the interval between retries is set to 60 minutes and the retries count is set to 3, a notification that failed to be sent at 10:00 AM will be rescheduled to be sent at 11:00 AM and its retry count will decrease to 2.

If the notification fails again, the next resend attempt will be made at 12:00 AM and its retry count will decrease to 1. If on the third attempt, the delivery of the notification fails yet again, no delivery attempts will be made.

Sender Job Thread Pool Capacity

This parameter controls the number of threads that are used to process notifications concurrently.

Default value: 6 threads

Value range: 1–99

Warning: Although increasing the number of processing threads could benefit the notifications process, a higher value requires additional system resources (both CPU and memory) which might negatively impact performance of the FootPrints server.

Cleaning Job Run Frequency

This parameter specifies how often old notifications are deleted from the FootPrints database.

Default value: 1 day

Range: 1–15 days

To configure the parameters for email notifications

  1. Navigate to the conf folder in the FootPrints installation directory and open the footprints-business-beans.xml file for edit.

  2. As required, modify the configurations.
  3. Save the changes.

  4. To ensure that the updated parameters values are taken into effect, restart the Tomcat server.


If the Tomcat server doesn't restart, check the FootPrints log (FootPrints deployment folder) file for warnings and error messages.

Where to go from here

Defining rules for sending email notifications

Related topics

Configuring email notification for workspaces

Outgoing email management

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