Security settings for e-mail listeners

As you can create, update, query, and change the status of tickets, you can configure security settings for e-mail listeners. Using these settings, you can ensure that only authorized users can execute these functions using e-mail messages.

For the sender of an e-mail message, security authorizations are checked against the security configuration for the system. This check establishes the ability of the sender to run each specific function.

The person record is a basic requirement to be able to process e-mail messages. Additional processing of e-mail messages only occurs after the person record associated with the e-mail address of the sender has been located.

The following points apply to security settings for e-mail listeners:

To specify security settings for e-mail listeners, you can use the Select Security Settings action in the E-mail Listeners application. The settings identify business objects supported by each e-mail listeners workflow process. The settings also identify the corresponding applications that must be used to determine security restrictions on incoming e-mail messages. To assign the appropriate authorizations to the users who send formatted e-mail messages, configure security settings you can use the Security Groups application.

Scenarios of security authorization

The following table describes the two security authorization scenarios that are supported when a user ID exists.
Table 1. Security authorization scenarios that are supported when a user ID exists
Scenario Support
The user exists and has authorization to perform the operation specified in the e-mail message.
  • The e-mail listener performs the security check based on the sender of an incoming e-mail message.
  • When the user record for the sender is located, the e-mail listener builds a security profile of the user to determine authorizations.
  • If the user has authorization to perform add, update and change status operations, the e-mail message is processed accordingly.
The user exists but does not have authorization to perform the operation specified in the e-mail message.
  • The user can update or query only records that the user created.


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