Add a secondary client email address to send emails but not accepting responses from it

[Carlos12]

Hello,

I'm having this question for some time. I would like to configure a second e-mail address for sending some specific notifications to employees and customers; a typical non-reply address. The instance only has configured one address, all e-mails are sent to and received from that one. We would like to configure a second one (not a @Servicenow.com but a @<client.com>).

We tried the email setfrom and he notification field, but e-mails are sent from the original e-mail and the header is changed (so e-mail readers launch alerts or just move to the spam folder). I always used a unique e-mail so I am kind of lost on this. I suppose these are the right steps but I don't know how to proceed and SN Docs is kind of confusing:

1. Obtain credentials from client to add a new e-mail address

2. Configure specific notifications to be sent from this new e-mail address

3. Ignore all received e-mails on the new address

Can anyone help me out??

Thanks a lot!

[Sharanya Hegde3]

Hi @Carlos12 

You can try creating an Email filter for your ServiceNow instance. It would ensure that even though user replies, mails would not be processed by ServiceNow.

Documentation link: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/concept/c...

[Carlos12]

Thanks Sharanya. That was our workaround, but we really want to use a different e-mail, so employee/customer knows when they can answer and when they can't. It's a common requirement on business (as I receive e-mails from non-reply addresses from different companies), but I cannot find a way to do so on ServiceNow 😞

[Sharanya Hegde3]

Hi Carlos!

Its better to raise a ServiceNow support case for this: support.servicenow.com

As they would be able to confirm whether this functionality is supported or not.

Thanks!

Sharanya