Where is the reply email set when you are using email templates?

[Community Alums]

I am sending a notification from a workflow to a users manager. I am using the following to allow approval by the email

$(mailto:mailto.accept} - basically the same thing as mailto.approval except I changed the choice verbiage

${mailto:mailto.notaccept} - again the same as reject just molded for my use

My question is: When one of these links in the email generated by the above is clicked, what sets the reply to email address that these messages go to? Is there a way to change this?

Basically when I try to test these to make sure they work the email address that is replied to is not being found for some reason and the system is never getting my replies. Then I receive a bounce back email saying that the email address cannot be found.

Thanks all

[SanjivMeher]

HI Kris,

Please check the below thread

http://wiki.servicenow.com/index.php?title=Scripting_for_Email_Notifications#Mail_Script_API

[Chandu Telu]

Hi kris,

Please check email properties in your instance

[tim210 · Accepted solution]

Hi Kris,

It's possible to customise the reply-to address either globally (on the entire instance) or in each individual email Notification. If you change it at the email Notification level then that setting will override the global setting for emails created from that email Notification.

Globally:

Changing the From: and Reply-To: Addresses in Helsinki and Newer

System Mailbox->Email Accounts->(open the active SMTP account)->From. This will change both the From and Reply-To addresses. Note that From or Reply-To set on specific email Notifications (see below) overrides this:

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/notification/task/t_...

Changing the From: and/or Reply-To Address for Particular Notifications (this overrides the Global Setting)

When configuring What it will contain for an email Notification the customer can specify custom From: and Reply to: addresses, including having different From: and Reply-To: addresses (which is not possible with the global setting). See: https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/notification/task/t_...  

[Sagar Anandpara]

Hi Tim,

With regards to your below comment - 

Globally:

Changing the From: and Reply-To: Addresses in Helsinki and Newer

System Mailbox->Email Accounts->(open the active SMTP account)->From. This will change both the From and Reply-To addresses. Note that From or Reply-To set on specific email Notifications (see below) overrides this:

Or even if we override from individual email notification, if we have the "From" and "Reply To" populated, will that email still be sent to servicenow (which I am after) or it will be actually sent to the email addresses given in those fields..? 

So I want the user to get an impression that he received it from "From" email address and if he replies, he thinks he sent to "Reply-To" email address, but i still want them to land into servicenow ?

Or is it not possible without one of the following two options -->

a. Configure a new POP3 email account for "Reply-To" email address

b. Have email forward rules set on the "Reply-To" email account?

Any help from experts appreciated, thanks. 😊