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).

[Sachin_Nasa]

Hi @krohan ,

The Notification From field can be dynamically populated.

A common approach is to store the originating mailbox (for example, fund@client.com or tax@client.com) on the Case when the inbound email creates the record. Then, in the notification, use a mail script or notification script to set the From address based on that value.

Another option is to use multiple Email Accounts and configure outbound email routing logic so the notification sender is determined by the case type or source mailbox.

Keep in mind that simply setting the From address in the notification may not be sufficient if your organization's mail infrastructure (SMTP, SPF, DKIM, DMARC) does not allow sending on behalf of those addresses. The email account and domain configuration must support the sender address being used.

If you found this helpful, please mark it as Helpful and Accept as Solution so it can reach others too.

[Sachin_Nasa]

Also @krohan , Let me know if you need screenshots like how to configure so that can share here

[krohan]

Hi @Sachin_Nasa ,  Please if you can .. that will help.

At the moment, I am trying this in my PDI. I have setup my personal account as SMTP email account. Instance does not allow more than 1 SMTP accounts. I have setup an email script to override the from and reply-to. I have enabled sending emails to my personal id. 

Now when an email is received the 'reply-to' email is overridden perfectly but the 'from' email is still the default smtp account. 

Also, How to check if the organization's mail infrastructure (SMTP, SPF, DKIM, DMARC) does not allow sending on behalf of those addresses