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]

It's been around for a while. Are those fields already on your form? If you look at the list of dictionary entries for the sysevent_email_action table, are the reply_to and from fields in the list?

[Amego1]

Just a heads up on changing the From;
I had an issue with a client notification, where the From was set to our internal domain instead of the SNC domain name, the emails were not getting routed to us (but sent from SNC) The fix was I needed to give my exchange team the IP of SMTP.service-now.com,, they did something then it routed fine. (I rekon its was a security thing)

[SC10]

I have been since able to locate it, it was a bit hidden on my screen.

I have gone ahead and filled in the From and Reply To, and ran a test and it looks good.

I am a bit concerned with what Amego said though, but I am not sure if it would affect us. With a From filled in, it just changes the email header to have the recipient look like the email came from an email address, but in reality it still does come from Service-now.com's SMTP, correct?

[Amego1]

When we do:
From: The Service Desk (quintiles@service-now.com)
its just setting the display name, a reply still goes back to the SNC server, our mailserver had no issues with that.
What we did was change the From to:
(theUser)@quintiles.com
We only did this on one email tempate so users would get any replies sent directly our local mailsystem.
Apparently our mailserver didnt trust the source IP, and didn't do anything at all with the email, no delievery failures, nothing.
Im not much of an email tech so thats about the exent I know of it, probably some tech term for it.

[SC10]

Sorry I still don't follow, I might be reading what you said wrong.

The only options I know about is the From field, and the Reply To field, for email notifications.

One makes it so SD emails appear to becoming From a specific address, and the other makes it so when people reply to these emails coming from SD (as the From address), the Reply address comes up as something custom as well.

From what I understand, you've done something different than both of these options?