Notification 'From' field - custom domain

[Justin G Lee]

For our notifications, we specify a custom (non-servicenow) email address in the 'From' field.  Ex:  no-reply@ourdomain.com

However, we found that if the notification is sent to a GMAIL address, it is marked as sent, but it is never received by the gmail account. (not in junk or spam folders either)   We have tested with multiple accounts.

If I clear the "From" field on the notification (so it says it is from ServiceNow) the emails are received by GMAIL accounts. My guess is gmail does a check to ensure that the email comes from who it says it comes from.  

Anyone have experience with this?  Do we need to somehow configure our DNS to allow this?

[Justin G Lee · Accepted solution]

The solution is to add SPF records for the servicenow email servers to your DNS:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535456

[Community Alums]

@Justin G Lee Do we have to be using our own (SMTP) domain for this to work? Or can we still enable this while using ServiceNow SMTP servers?