Can you configure multiple 'From' email addresses

johannes5 · ‎01-22-2015

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 · ‎01-22-2015

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.

View solution in original post

GV Saranesh Kum · ‎04-27-2017

Hi ,

How to set unique display name for each the from address.

For example:

IT Service Desk it@service-now.com

HR Service Center hr@service-now.com

Any input is appreciated.

t_a_rogers · ‎05-11-2017

GV - The wiki has a small section which I just found that provides these instructions:

http://wiki.servicenow.com/index.php?title=Scripting_for_Email_Notifications#gsc.tab=0

4.3 Overriding Email Fields

To dynamically change field values within an email, use the following functions within <mail_script> syntax:

... 
email.setFrom(current.caller_id.email); 
email.setReplyTo("joe.employee@yourcompany.com"); 
email.setSubject("This is the new subject line"); 
email.setBody("This is the new body"); 
...

The email address that is passed by setFrom and setReplyTo needs to be in a valid form such as 'helpdesk@sn.com' or 'Display Name <helpdesk@sn.com>'. If the email address includes a 'Display Name', then that value overrides the instance's display name.