Changing Mail From and/or Reply To?

[SC10]

Currently we are using ServiceNow's SMTP server for sending out emails. It is causing confusion to our customers when they receive emails, sometimes even mistaking the emails as spam. We were wondering if it's possible to change the mail from alias of our ServiceNow SMTP account to look as if it was coming from our internal email domain, and to set a Reply To so if people reply back, it goes to our main support email address in our domain.

Any support for this is very much appreciated!


Much thanks.

Shane C

[Brad Tilton]

There are a few ways to make this happen.

You can use the From and Reply to fields on the notification record to set the display name for the email and to change who shows up when they hit reply. Those fields are not on the form by default, so you'll have to personalize the form and add those fields.

You can also use a mail script to set those things if they need to be dynamic.
http://wiki.service-now.com/index.php?title=Scripting_for_Email_Notifications#Mail_Script_API

[SC10]

Thank you for the reply Brad.

The "email notification" form is the correct one to modify to bring up these options? I am looking through that right now, and can't pin point which option needs to be added.

Thank you.

[Brad Tilton]

You will want to add the two fields highlighted in the screenshot.

[SC10]

Strange, both of those options are not available to me. Could this have been an addition in the Aspen update? I ask because we have not yet upgraded to Aspen release.