Placing a display name and email in the from to field does not show display name

[plallema]

Creating a notification to send out to clients and i want to change the email and display name of the notification as we don't want clients to see the service-now domain. When I fill in the From field on the notification with "Display Name<clientinquiry@mycompany.com>", the email received only shows the email address but not the display name. I tried doing it via email script using email.setFrom and got the same result. Any clue why this is happening?

[Michael Fry1]

The From field only takes an email address. That's why it's not showing. Section 14: Email Notifications - ServiceNow Wiki

[plallema · Accepted solution]

Hi Michael,

        Thanks for the response. I am perplex as to why when I only place a string in the From field, it replaces the display name in the email with what is in the System Properties - email properties. I want to refer you to Section 5: Scripting for Email Notifications - ServiceNow Wiki . I assume that scripting api "setFrom" and the field it refers"From" to act in the same manner. The email outbound object description states:

"The email address that is passed by setFrom and setReplyTo needs to be in a valid form such as 'helpdesk@sn.com' or 'Display Name <helpdesk@sn.com>'. If the email address includes a 'Display Name', then that value overrides the instance's display name."

I have tried the display name and email address combo in both the field and in an email script and my result is always an email address display only.

As I was writing this response pointing out the valid format I discovered my error was in the format. There needs to be a space between Display Name and the email address. 'Display Name <email@company.com>'. So the From field can take both display name and email address the format is crucial.