Outbound mail configuration

[Pavithra_Raghu]

 I need outbound emails to customers to be sent from the support@examplecompanyname.com email address rather than individual agents' personal emails. When the agent composes and sends an outbound email to the customer, the email is sent from support@examplecompanyname.com  as the sender address .Since customer receives an email from support@examplecompanyname.com , when the customer replies to the email - then the reply should be directed to support@examplecompanyname.com not to the agent. When the customer views the email, the agent's personal email address should not be displayed .The outbound email should be logged in the activity stream. How Can I achieve this ?

[Rajesh Chopade1 · Accepted solution]

hi @Pavithra_Raghu 

you can configure this using the email properties and notification settings. Here’s how you can set this up:

1. Configure the Outbound Email Address

First, you need to configure the email settings in ServiceNow to use the support email address for outbound emails.

1. Navigate to: System Properties > Email.
2. Set Outbound Email Address:
• Look for the property named Email address to use in the From: of outgoing emails (glide.email.user).
• Set this property to support@examplecompanyname.com.

2. Update Email Notification Settings

Next, ensure that your email notifications use the configured email address.

1. Navigate to: System Notification > Email > Notifications.
2. Open each notification that you want to ensure sends emails from the support address.
3. In each notification:
• From: Ensure that the "From" email address is set to ${email.from}. This ensures it uses the address configured in the email properties.
• Override Address (optional): If you want to override the address for specific notifications, you can set a specific address here, but typically it’s best to use ${email.from} to ensure consistency.

3. Configure SMTP Sender

Make sure that the SMTP sender is properly configured to use the support email address.

1. Navigate to: System Properties > Email Configuration.
2. SMTP Sender Email Address:
• Ensure that the SMTP sender address is set to support@examplecompanyname.com.
• This might be under properties like glide.smtp.sender.email.

I hope my answer helps you to resolve your issue, please mark my answer helpful and correct accordingly.

thank you

Rajesh chopade

[Rajesh Chopade1 · Accepted solution]

hi @Pavithra_Raghu 

you can configure this using the email properties and notification settings. Here’s how you can set this up:

1. Configure the Outbound Email Address

First, you need to configure the email settings in ServiceNow to use the support email address for outbound emails.

1. Navigate to: System Properties > Email.
2. Set Outbound Email Address:
• Look for the property named Email address to use in the From: of outgoing emails (glide.email.user).
• Set this property to support@examplecompanyname.com.

2. Update Email Notification Settings

Next, ensure that your email notifications use the configured email address.

1. Navigate to: System Notification > Email > Notifications.
2. Open each notification that you want to ensure sends emails from the support address.
3. In each notification:
• From: Ensure that the "From" email address is set to ${email.from}. This ensures it uses the address configured in the email properties.
• Override Address (optional): If you want to override the address for specific notifications, you can set a specific address here, but typically it’s best to use ${email.from} to ensure consistency.

3. Configure SMTP Sender

Make sure that the SMTP sender is properly configured to use the support email address.

1. Navigate to: System Properties > Email Configuration.
2. SMTP Sender Email Address:
• Ensure that the SMTP sender address is set to support@examplecompanyname.com.
• This might be under properties like glide.smtp.sender.email.

I hope my answer helps you to resolve your issue, please mark my answer helpful and correct accordingly.

thank you

Rajesh chopade

[Pavithra_Raghu]

Thank You for your response . I tried your steps to configure the outbound mail ,while composing the mail I got from address as configured, but once I sent a mail it shows agent name or system admin instead of support@examplecompanyname.com . How can I proceed further with this?

[Rajesh Chopade1 · Accepted solution]

Hi @Pavithra_Raghu

Do following checks once and update me accordingly - its working or not:

1. Check Notification "From" Address

Ensure that the notifications are set to use the default email address configured in the email properties.

1. Navigate to: System Notification > Email > Notifications.
2. Open each notification that you want to ensure sends emails from the support address.
3. In each notification:
• From: Ensure that the "From" email address is set to ${email.from}. This ensures it uses the address configured in the email properties.
• Override Address (optional): Make sure no specific email addresses are set in the "Override Address" field unless absolutely necessary.

2. Configure Email Account and SMTP Sender Address

1. Navigate to: System Mailboxes > Administration > Email Accounts.
2. Ensure the email account used for sending emails is configured correctly.
• Email Address: Set this to support@examplecompanyname.com.
• SMTP Sender Email Address: Ensure that the SMTP sender address is set to support@examplecompanyname.com.

3. Verify Email Sending Scripts

Check if there are any scripts or business rules that might be overriding the "From" address dynamically.

1. Navigate to: System Policy > Inbound Actions or System Definition > Business Rules.
2. Review any custom scripts that handle email sending.
3. Ensure that no scripts are setting the "From" address to the agent’s email.

4. Test Email Notifications

1. Create a Test Incident: Manually create a test incident or any other record that triggers an email notification.
2. Check the Email Logs: Navigate to System Logs > Emails and verify that the emails sent are from the support@examplecompanyname.com address.
3. Review the Email Headers: Ensure the "From" address in the email headers is set correctly.

Cache and Configuration Updates:

• Sometimes, changes to email properties require a cache flush or a system restart. Navigate to System Diagnostics > Fix Scripts and run a cache flush script if necessary.

i hope my answer helps you to resolve your issue, if yes please mark my answer as correct and helpful

thank you

Rajesh chopade