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:
- 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.
- 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!
