Change outgoing notifications "From:" Title

[Hichem]

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 · Accepted solution]

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.

[Hichem]

Awesome !

That's exactly what I were looking for, was not aware that I was able to put something else than an email @ in the From field.

Thanks again for you help Chandana Nagavarapu

[Kevin Chung]

Sorry - I have to retract what I said above. Chandana is correct. You can use the "From" field as the display name of the email.

Kevin

[fredklein]

In your Email Notification, in the What it will contain tab, you can fill both "From" and "Reply to" fields with values in this format

Name in clear text <my.address@email.com>

This conforms to RFC 2822 - Internet Message Format

Normally, a mailbox is comprised of two parts: (1) an optional display name that indicates the name of the recipient (which could be a person or a system) that could be displayed to the user of a mail application, and (2) an addr-spec address enclosed in angle brackets ("<" and ">").