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

[Amego1]

I think there are 2 features for the From Field:

1. If you put a full email address in the From Box with an alias, it will do what you are asking, it will appear to be coming from your internal mail system. Example below:
a. From = The New Alias (theservicedesk@mycompany.com)
*Use carrots around the email address.
• The Reply To is not needed, unless it is different than your From line.

2. But if you put just some text in the box, it overwrites only the default alias.
a. From = The New Alias
• Just the alias changes: making the email addres -> The New Alias [instance@service-now.com].
• Unless you have the reply to field populated, it will reply back to the SNC domain.

Im not sure which you are doing...

I had to do feature 1 on a email template and encountered the issue.. if your doing option 1 and getting the emails, you should be fine.

I have had no issues with feature 2.

The Reply To field I have no issues with, I can put anything I want in it.


But

I was just thinking, on incidents and requests items/catalog tasks, a huge benefit to having the reply email be sent back to the SNC mail server is it can process it and attach it to the ticket and place an update in the additional comments field.

[SharonMatley]

Comment Removed