Can you configure multiple 'From' email addresses

[johannes5]

Hi ServiceNow Community Developers,

In the email properties in ServiceNow there is place to put the instance's email address (SMTP Account) that gets displayed as the "From" address in Outlook for instance, on all outgoing emails. This is also the email address that has the ability to create / update tickets on the instance when users send emails to it. The problem I have is all emails that get generated by Servi ceNow have this as the 'From" address however as we on-board more partners so they can use ServiceNow, they don't like this idea. Each partner is somehow looking for specific email address that that is meaningful to their department, for instance the Software Engineering department wants   the "From" address to be specific to engineering and Operations want it to be specific to operations. This implies that I have to configure the system such that there is more than one email address listed in SMTP Account inside the email properties. I also have to somehow figure out a way to tell the system which one to use as the "From" address when sending out outgoing emails. Would you guys please advise if this functionality is possible to accomplish i.e. can you configure SN so that it uses more than one email address in the SMTP Account so that users can get emails where the 'From' address is specific to what they prefer. If this cannot be done inside the Email properties is there any other in which this can be done?

Thanks,

Johannes

[randrews · Accepted solution]

while i don't know of a way to have multiple properties you can certainly set the from address via mail script just include the line..

email.setFrom("email@company.com");

now that i think about it.. what i would do in Eureka is to create a notification email script for each of your companies <or more> on the one for from you can create simple mail scripts that set the from and reply to if you need <set reply to with email.setReplyTo("address@company.com");

you should probably also consider making a header mail script for each company to put the correct header for them on the emails.

[johannes5]

Hi Doug,

Thanks for your help. I followed the advise you gave me of using the email.setFrom(address) to override the sender address and it works. I am overriding it based on assignment group so each department that needs a different 'From' email address will have to tell me their assignment groups and I will put the override accordingly. What I did was I wrote a notification email script with a simple if logic that checks the assignment group name and then set the 'From' email address. I don't think I will include the code for the reply-to I think what I will do is whatever 'From' email address each department gives me I will work with our Exchange Outlook Team and ask them to configure those email email addresses to forward to our instance's email address so that when they reply to them the email gets forwarded to the ServiceNow instance' s email address.

Greatly appreciate your help.

Thanks,

Johannes

[marwan]

Johannes

how did that script look like , i'v been trying to do the same and its not working for me

[Dheeraj Rai]

Hi,

Same requirement came up for us, want to change the from address department wise, can you please share the steps and script so that we can test and implement it...

Thanks in advance.

Regards,

Dheeraj