Idea state changed notification

[mah1]

Tokyo Patch 8

The OOB Idea State Changed notification apparently sends an email to no-reply@servicenow.com with the person who submitted the idea blind copied.  We haven't made any changes here. The person who submitted the idea receives the email that the idea state changed but because the email is sent to no-reply@servicenow.com, it appears that an email is then sent by ServiceNow (postmaster@servicenow.com) to our ServiceNow instance indicating the email to no-reply@servicenow.com could not be delivered (subject is: Your message couldn't be delivered). This is processed and results in an incident being created which we do not want.

Is there any way to prevent this?  Is there something we need to do in the setup of this?  Can we change the recipient (no-reply@servicenow.com) for this notification?

Thank you!

[Tushar · Accepted solution]

Hi ,

Yes, it is possible to change the recipient email address for the OOB Idea State Changed notification in ServiceNow to avoid the issue you mentioned.

By default, the notification is configured to send the email to "no-reply@servicenow.com" with the person who submitted the idea.

Note: Modifying OOB notifications is not recommended as it may affect future upgrades or cause unexpected behavior. It's always a good practice to create a custom notification if you need to make changes to the default notifications.

Mark as correct and helpful if it solved your query.

Regards,
Tushar

[mah1]

ok, thank you but were is this configured?  that is, what do I need to do to change this.

I understand about modifying OOB notifications; I would just like to know where this is defined.

Thank you!

[mah1]

I found where this is defined.  It is a system property - idea.notification.sender.email

I also found a knowledge article on Now Support which seems to indicate sending these notifications to no-reply@servicenow.com is a known error which was supposed to be fixed in Tokyo.  Apparently this is not the case because we are evaluating Utah on our development instance and these notifications are still configured with no-reply@servicenow.com as the default sender email.

Thank you!