On Agent workspace for HR Cases need to send email via dynamic 'from'

[ACDD]

• We have a requirement when we want to send email from agent workspace for HR Cases at that time want send mail with dynamic 'from' i.e. either logged in user's email address should auto-populate in 'from' or that user should be able to select 'from'. 'From' option was not visible on the email section on agent workspace earlier, for this I created a new record on 'Email client configuration ' table for 'HR Benefits ' coe and checked display from as true. And also added two email addresses on 'Email client from address ' table and in ootb 'hr_benefitsComposeEmail' 'email client template' changed 'from generation' from nome to select from list and selected the two email addresses created on 'Email client from address ' table. So after this I was able two select either of these email address for 'from' . But here my question is whether  ServiceNow will be able to send this email when added in 'from' since these emails are just added on 'email client from address ' table and no other configuration is done ? (These email address are of users having hr profiles) . Is this the right way to do it ? Also is it possible to auto populate the email address of logged in user in 'from' .  This same configuration I need when we want reply on mail or when need to forward this mail, currently when replied and forwarded it's sending by 'IT Service Desk <instance mail>'. 

[Wessel van Enk]

Hello,

Yes, you are doing this correctly. ServiceNow will send the email with the configured email addresses. 

If you want to add the current logged in user, you will need to add a line of code in the client template in the ''From'' field (see screenshot). By default, this field is not visible, but if you de-active the UI Policy ''Show From field if text entry is selected'', you will be able to see the field.