Sending emails from multiple addresses

[Bidduam]

I have seen a few posts about this, but none that actually have a solution and I'm hoping that there is actually one out there.

Currently:

All emails that are currently sent from our ServiceNow instance have a display name of EYZ and then show the actual email address.

In a notification I use the "From" and reply fields, so I can certainly do that and it works to the point when someone selects reply on their notification it will go to the address it is meant to, however the display name on the email is always XYZ no matter the address. 

Example:

[Robbie]

Hi @Bidduam,

If I understand your question correctly, you are using a technique that ServiceNow supports when sending an email called masking.

You can configure the display name of the sending email address to be whatever you like - this is the masking aspect.

However, and this is to your point, regardless of what display name you choose, the underlying actual email is the email server configured in your instance. This doesn't change.

Typically this will be a single address and domain. ServiceNow do provide you the opportunity to configure and leverage your own domain and not use ServiceNow for sending email, but now you take ownership and this will involve working with your networks team etc to gain the various domain set up and authentication details.

So in short, if you're using ServiceNow to send, receive and manage emails in and out of the instance, the underlying email will always be the same regardless of the masking and display name used.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Bidduam]

@Robbie Thanks for the info - generally I am aware of this sort of setup and happy with the concept of the underlying email - I guess what I'm trying to do is mask multiple emails.

Like I said in my original question, the email addresses show the way I'd like them to show, it's the display name that never changes. It always users the email name in the smtp email account that is setup

Ultimately I guess what I'm looking for is a way to dynamically over rule that depending on the from email address set on the notification.

[Moin Kazi]

Hi @Bidduam ,

You can navigate to your email account and set the Email User Label as shown in the image below. If you'd like your email label to be dynamic, simply open your Specific Notification records and in the From field, enter the desired label for your Email User Label.

For example, in my case, I have set the Email User Label to "Chess Brilliance", and for any comments added to an incident email, the Email User Label will display as "Service Desk"

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Moin Kazi
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[Bidduam]

@Moin Kazi unfortunately I have not been able to get that to work for me. As when I add a name into the From field eg: Test it simple says that it is not a valid email address