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

[Jaspal Singh]

Hi Gerry,

Could you kindly confirm this needs to be done for which table. As in on which record (incident/change/task) you click on three dots & select Email to mail.

Thanks,

Jaspal Singh

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[Gerry Crumbley]

We would like to use this function in Incident Management. We want to be able to contact the Caller directly from SN, with the "Reply To" to be the current logged in ITIL User.

Also, need to do away with the CC and Bcc fields.

[Jaspal Singh]

Hi Gerry,

Create a new Client Template for incident table as below.

u_caller_id is the Requested For of the incident.

Do let me know if still any concerns.

Thanks,

Jaspal Singh

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