Default "Reply To" Email Address (sn-support@service-now.com)

[jamesmcwhinney]

In Helsinki, when an agent opens an incident, clicks the 3 dots in the header and chooses "Email" (to send an email from the incident), the field "Reply To" is blank by default.

If the user does not populate it, the system uses "sn-support@service-now.com")

This results in an undeliverable reply from the mail server.

I cant seem to find the configuration for this setting so that I can change the default value.

Could anyone advise as to where it is?

Thanks in advance!

- James

[jamesmcwhinney · Accepted solution]

Nevermind, i think I found it under email accounts -> servicenow smtp

[Gerry Crumbley]

I would like the "Reply To" to default to the current ITIL user. How can this be done?

[Jaspal Singh]

Hi Gerry,

It is done via System policy >> Client Template. Update Reply To: javascript:gs.getUser()getEmail(); for particular client template.

OR

Reply To: u_requested_for (if you want to populate Requested for of RITM or Catalog Task).

Thanks,

Jaspal Singh

Hit Like or correct on the impact of answer.

[Gerry Crumbley]

I just don't get it . . . . . I don't have a "reply to". I tried creating one, but it didn't change anything on the "compose email" form. And, in any of the below there is not a "reply to" field. I added one from the Form Design, put the script in there, but again . . no change in the "compose email" form.