Need to modify the Email feature functionality

[CDJ]

Hi All,

I have a question regarding the email feature in ServiceNow. Currently, when emails are sent from an incident, they appear as if they’re coming from the respective assignment group. Many of the team members have rules set up in Outlook that cause these emails to be filtered out, so they don’t see them. This new feature, which posts correspondence in the notes, will be really helpful.

I was wondering if it’s possible for the emails to be sent from the individual assigned to the incident, rather than from the assignment group.

Thanks in advance .Kindly suggest!

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[Dr Atul G- LNG]

Hi @CDJ 

I understand your concern, but the system-generated email follows a standard process and is an efficient way to handle communication. Asking agents to send emails manually through an email client would add unnecessary overhead for them. Additionally, the purpose of the email client is to send emails on an ad-hoc basis when a user is not part of a record and only an update is needed.