How to override the default outbound email in a few Notifications? The "From" field didn't work

[krohan]

Hello, I need help setting up notifications.

Customers (external users) of my client will send emails to the fund mailbox (say fund@client.com) for their fund related queries and to the tax mailbox (say tax@client.com) for their tax related queries. These mails will convert into a case in servicenow. Whenever a notification is sent out from servicenow to a customer it should be sent from the mailbox the customer had originally interacted with. For example, a customer should receive case update notification from tax@client.com for their tax related inquiries.

How to setup multiple outbound email account? 

I tried configuring the "From" field in the Notification definition but that doesnt seem to work. Has anyone utilized this field .. then how?

#notification 

[drbob]

You can adjust both the "from" and "reply-to" using a mail script:

https://www.servicenow.com/docs/r/platform-administration/r_MailScriptAPI.html

What you need to be wary of is sending from a different domain is spoofing - the mail still comes from the service[-]now.com servers but is apparently from "client.com" and so may trigger SPAM blockers at the recipient. If you own that domain, you can put in rules/set up protocols to allow the spoofing. If you are trying to send to a customer as if it came from a customer (a domain you don't own) each recipient would have to make that SPAM block change and that's not something you should be asking them to do.

It _is_ also possible to switch to use your own mail servers to send the mail but it's a wholesale switch so then all mails sent from SNOW would have to come from @your.domain else the SPAM detection would fire the other way (mail from you apparently coming from ServiceNow).