Can I have some notifications coming from a different email address?

[Sysop]

We're using our ServiceNow instance email to send out notifications when someone places a ticket, so mycompany@service-now.com.  Now I want certain notifications to be sent from marketing@mycompanyname.com

I tried adding an email script

email.setFrom("Marketing <marketing@mycompany.com>");

Now all the messages are going to the junk mailbox.

Instead of trying to spoof the name can I add another account for SN to send this particular notification from?  What are my options here?

[Allen Andreas · Accepted solution]

Hello,

When stating a specific "From" address, you are spoofing the email address set by your SMTP server.

You are unable to use more than one active SMTP mail server with ServiceNow.

You can try and get with your network/email team and let them know the email addresses that you're trying to spoof and see if they can add it to their "allowlist" and this will possibly stop them from going to the Junk mailbox.

Otherwise, that's about it, without creating a mess where you intercept specific notifications and send it "To" a specific address on your company email server, then use that to redirect it to the original recipients (which are captured somewhere on the email still, somehow, etc.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[shloke04]

Hi,

Please follow the steps below for the query you are looking for:

1) Navigate to your Outbound Notification record for which you want to change the From Email Address to "marketing@mycompanyname.com".

2) Now in this form you have an option with a field named as "From"  as shown below where you can set this value in as shown below:

1. Add a different email address than the From address to the Reply to field if you want replies to this notification to go to a different address.

   The system checks the From field for an address. If this field is empty, then the system uses the default address for the instance. If the Reply to field is empty, then all replies are sent to the address from which the notification was sent. If the Reply to field contains an email address, then the system sends all replies to the notification to this address.

   You may also refer to below link from ServiceNow doc which explain this clearly:

   https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/task/t_SpecAltOutEmailAddr.html
   
   

   Additional Link:

   https://community.servicenow.com/community?id=community_article&sys_id=97f2ee931b1ddc10a59033f2cd4bcb25

   Hope this helps. Please mark the answer as correct/helpful based on impact.

   Regards,
   Shloke