Understanding where the "From" address is populated when composing an email from a Case

[Jason116]

Hi everyone,

I am trying to understand where the "From" address is being populated when using the Compose Email function from within a Case record (see screenshot attached).

From what I can see, I am assuming this is coming from the Case Default Email Client Templates (sys_email_client_template_list).

Could someone please confirm if this is correct?

Our requirement is that certain cases should send emails from a different "From" address. Specifically, cases where the Assignment Group's parent = XXXX.

My current assumption for the solution is:

1. Create a new Email Client Template.

2. Add a condition such as:
   Assignment group.parent = XXXX

3. Configure the Email client "From address" with the required email address.

4. When a Case meeting this condition uses Compose Email, ServiceNow should automatically use this template instead of the default one.

Is this the correct approach, or is there another mechanism that controls the From address when composing emails from a Case?

Any clarification would be greatly appreciated.

Thanks in advance.

[Ankur Bawiskar]

@Jason116 

yes that's correct assumption

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[Tanushree Maiti]

Hi @Jason116 ,

You are on correct path. 

for point 3 "Configure the Email client "From address" with the required email address."

either you can use email nonfiction script to add From address in email client template

OR 

On the email client template's Sender Configuration tab, select the From Generation Type method as script and write your own script :

sample:

(function (fromAddressQuery, targetRecord) {
    // targetRecord is incident for this template
    var location = targetRecord.caller_id.country;

    if (location == 'us')
        fromAddressQuery.addQuery('email_address', 'servicedesk.us@example.com');
    else if (location == 'japan')
        fromAddressQuery.addQuery('email_address', 'servicedesk.jp@example.com');
    else if (location == 'uk')
        fromAddressQuery.addQuery('email_address', 'servicedesk.uk@example.com');

})(fromAddressQuery, targetRecord);

Refer : https://www.servicenow.com/docs/r/platform-administration/t_CreateAnEmailClientTemplate.html