patrikmondolfi
Kilo Contributor
In response to Narayan2

‎07-20-2018 04:44 AM

thanks

 

I do not have access to read all the email logs. Will confer with our SNOW admins.

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JMitchell
Kilo Expert

‎07-18-2018 12:45 PM

Your Service Now admins can check your system mailbox. If you have access to the record related to this email you might be able to find traces in the activity stream. In my instance, when a notification is sent from an INC it will show up in the activity stream saying "email sent". If you see that, then it's definitely a notification from SNOW. They would have had to script it so the reply to address is different then the From address. Otherwise, it would be from <your instance>@service-now.com. 

 

If you have access to the mailbox, did you check the sent items folder?

patrikmondolfi
Kilo Contributor
In response to JMitchell

‎07-20-2018 04:44 AM

Thanks for the tip. Yup, activity stream shows "email sent" from that ticket.

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Warren Pilkingt
Mega Expert

‎07-20-2018 05:02 AM

I suspect there's most likely an email notification that is being sent out from ServiceNow which will contain the signature at the bottom (it'll be in the "what it will contain" under the Message HTML section.)

In System Notification > Notification you should be able to filter out the list and search (for example) for "legal" which may narrow down which notification this might be.

There may also be a notification email script (System Notification > Notification Email Scripts) which may have been written to detect those type of tickets and add the signature there, but I'd certainly go for the notification first.

 

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patrikmondolfi
Kilo Contributor
In response to Warren Pilkingt

‎07-24-2018 11:27 PM

Showing this thread to the SNOW admins helped them out. Basically in an instant they went into the notify settings and edited the signature...

 

thanks all for your help!!!

 

/P

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