Requirement to set "Reply to" for specific tables - Email Notification

sreeshsurendran
Tera Guru

‎06-23-2025 06:58 AM

Hi all,

 

The requirement is to set "Reply to" for emails for a specific table when user replies to emails sent from that table. The requirement is to have the whole mail chain in ServiceNow.

 

Example:

 

A Case is created for a specific category - email to triggered to Contact selected. 

 

Set the below:

 

From : Service Desk <service.desk.test.com>

Reply To : Service Desk <service.desk.test.com>

 

I have achieved setting "From" via the email advanced view, but was not able to set "Reply To"

 

I'm thinking - if this change needs to be done, it might impact the whole instance.

 

Awaiting your insights and help on this.

 

Thanks,
Sreesh Surendran

0 Helpfuls
  • 362 Views
3 REPLIES 3

SNAdmin47
Kilo Sage

‎06-23-2025 07:31 AM

Hi @sreeshsurendran ,

 

There is a 'reply to' field on notifications: 

SNAdmin47_0-1750689000862.png

If you set that to the email address then replies will be sent back to that email address. If the field doesn't show on the form then you can either add it or you can use in line cell editing to add the email address. 

 

Please note that you would have to ensure that the email address you specify is configured correctly, feeds into the instance and that your inbound actions would need to be configured/tested to ensure the replying email updates the correct table/record. 

 

Hope that helps!

0 Helpfuls

sreeshsurendran
Tera Guru
In response to SNAdmin47

‎06-23-2025 09:07 AM

Hi @SNAdmin47 

 

Tried this, not working!

0 Helpfuls

SNAdmin47
Kilo Sage
In response to sreeshsurendran

‎06-24-2025 01:17 AM

Hi @sree ,

Please refer to this KB Article from ServiceNow: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0777647

 

If this doesn't help you to resolve the issue, then I suspect you will need to raise a HI Support case as this would be the expected behaviour. Before doing so I would try doing some testing, e.g., add the 'Reply to' field to the form and update it and confirm the value is accepted by saving/reloading and checking the field is still populated correctly, and then triggering the notification and checking the value in the reply to field (you can do so by viewing the email record via list view with the reply to column visible).

 

Hope that helps!

0 Helpfuls