Change outgoing notifications "From:" Title

Hichem · ‎08-07-2014

Hello all,

We are trying to implement an automatic process between external partners and our Service-now instance through emails.

Using inbounds actions and email notifications, we are close to the goal.

As the automated process will cover different entities and services, we would like to customise the outgoing email notifications following each entity.

From the notification form it's possible to specify the "From:" and "Reply to:" emails.

But how could we change as well the "IT Service Desk" (cf attached screenshot) that appear as sender name when partners receive notifications like the notification of creation?

Thanks for any help

User140988 · ‎08-11-2014

In the from field we use (examples)

For all customer service related emails : "IT CustomerService"

For all Change management related emails : "IT ChangeManagement"

and the display header of the email will be sent with this text, and the email sender will always be <instancename>@servicenow.com but the display name changes according to what is specified in from field of the email notification.

View solution in original post

Kevin Chung · ‎08-07-2014

You can configure the display name of the sender in System Properties - Email. Update the "Outgoing mail display name" to whatever you want to be displayed. This will be applied to every email that ServiceNow will send out.

I don't think you can customize the display name per email, or only for specific emails.

Kevin

Hichem · ‎08-11-2014

Sorry for my late feedback.

Thanks for you reply Kevin even it's not a good news for us 😕

Thanks again

User140988 · ‎08-11-2014

You will have a field "From" on email notification and you can specifiy the display name of every email on the notification level itself.

Hichem · ‎08-11-2014

In the "From:" and "Reply to:" fields I have entered the email where I want external users to reply (which is not the same as the instance one)

Where in the 'From:' field you can set the display name?

Thx