Change Email 'From' Address

[Peter W1]

Hello,

I would like to change the 'From' address in emails sent from ServiceNow without changing the 'Reply To' as well. So when users receive an email, it is shown as servicenow@mydomain.com but when they click reply the response goes to instance_name@service-now.com instead.

I have changed the From field as shown in the attached picture however that updates both the 'From' and 'Reply To' fields when the email gets sent. Is there a way to just update the 'From' without impacting 'Reply To'? I found this thread where the solution appears to be setting up a redirect rule however we would like to avoid that if possible.

https://www.servicenow.com/community/developer-forum/how-to-change-servicenow-instance-s-email-address/m-p/1941088

Thanks,

Peter

[Steven Young]

So there are 2 options i can think of this situation.

1. Have your Outlook/Email team use the email that you set as your "from" address, and fwd that email to your correct email address.  They should be able to do this very quickly and relatively easy.  
if you have a lot of people that use the "Reply" button this may be your best bet.
so you're real email is "company@servicenow.com"
you set your "from" address as "servicenow@company.com"   Assuming this address is to a address at your company.
they can just forward "servicenow@company.com"  to "company@servicenow.com"

2. You could create an "action button"  or a "clickable link" in the body of the email which is programmed to create a new email back to the correct address.  
If this will be a huge learning curve or a huge lift in development, then i'd say #1 is your best bet.


We have actually done both of these.  I have created "buttons" in the email body that will redirect to the correct instance.  for instance.
our prod email address,  if someone hits the reply button, will go to an email address that we forward to our servicenow Prod, Dev and Test systems  (right?  how else will you test incoming emails in subprod environments)
then we too have buttons for say approvals.   "approve" button will format the body of the reply email, the subject and the address.  
if the email came from prod, it will go to Prod, dev, test as well.
if the email came from dev, it will only return to dev.  
(since they fixed the watermark, this isn't an issue anymore, but we already had it built out)

Our outlook team setup a mailbox that just forwards emails.

Those are the only 2 options i can think of.  Hope this helps.