What are the steps included to changes the SMTP email account

msc
Tera Contributor

‎07-20-2025 07:21 PM

Hi All, 

 

Kindly please helpme on email account change and what. Are the proper steps to chage the from address.

I have to change the from address from SMTP email account and when ever notification triggers then in Outlook mail the from should show as new updated from address. But In Outlook mail the notification area not triggered and in emails logs notification area showing. Kindly please helpme on the requirements.

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anand-bhosle
Tera Guru

‎07-20-2025 08:00 PM

@msc 

1. Update SMTP Email Account “From” Field

  1. Navigate to System Mail → Email Accounts and locate your active SMTP account.

  2. In the From field (for SMTP only), enter the new sender address. This overrides the default instance@service-now.com ServiceNow+14ServiceNow+14davidmac.pro+14.

 Important: This sets the default "From" for all outbound emails using that SMTP account.

2. Override Per-Notification If Needed

  • Open the Notification (sys_email_notification) record.

  • In its From and Reply‑To fields, specify custom addresses (e.g., hr@example.com) 

  • At runtime, ServiceNow uses these addresses only if no other scripts or Business Rules override them. 

 Resolution Tip:

One common culprit is a Business Rule on sys_email that modifies the From/Reply-To when the email's state changes to ready.
Disabling it often restores expected behavior

3. Consider Header Scripts

Inside notification scripts, you can explicitly set the From address:

email.setFrom("custom@mycompany.com");

4. Watch for Email Authentication Issues (SPF/DKIM)

If you send from your own domain, ensure SPF/DKIM records permit ServiceNow’s mail servers to send on your behalf. Gmail and others will reject unauthenticated senders

 

 

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