Configuring Sender Email Addresses Based on Case data in ServiceNow

[pewmen]

I am using the Case Management module in ServiceNow, and I heavily rely on the email functionality. I use multiple email templates and different sender email addresses depending on the type of case I am working on.

Here’s the functionality I want to achieve:

1. When working on cases where I have specific Brand, Account type or similiar, I want the "From" email dropdown menu to only show Email Address 1, Email Address 2, and Email Address 3 as options.
2. When working on cases where I have other values in the same fields as above, I want the "From" dropdown menu to only show Email Address 4, Email Address 5, and Email Address 6, without seeing the addresses related to "First point".

In short, I want to dynamically filter the sender email options in the "From" field of the email interface based on the case data.

Questions:

• Is it possible to implement this functionality in ServiceNow?
• If so, what would be the best approach to achieve this? (e.g., through Script Includes, Client Scripts, Dynamic Reference Qualifiers, or any other method)
• Are there any existing best practices or examples that align with this requirement?

Thank you for your help!

[Clara Lemos · Accepted solution]

Hi @pewmen , 

What about a recipient qualifier?  This document goes through the steps on how to configure one: https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/notification/t...

After configuring it, you can apply the recipient qualifier under your email client configuration ( Email Client > Email Client configuration) 

If that helps please mark my answer as correct / helpful!
And if further help is needed please let me know

Cheers