Customize Send AS/From Email for Major Incident Communications using Workbench Communicate option

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PhaG
Tera Contributor

‎01-06-2025 08:23 AM

Hi All,

 

First, thanks for extending the supporting and helping each other as a community. Appreciate it.

 

My Question: We are working on getting Major Incident Management Workbench communication and looking to see how to send the email as (Send As/From) changed to the one we want instead of the default email ID associated with our ServiceNow instance.

 

For example: I have my template ready with TO, CC, and optional BCC auto populated by default the emails goes from ServiceDesk email ID (such as ServiceDesk@abc.com) but the leadership wants it to be a different email only for the Major Incident Communications (such as MIComms@abc.com rather ServiceDesk@abc.com).

 

Is this possible to customize the communication with MIComms@abc.com just for the Major incident Communications sent using the communicate tab/option while the instance email remains same as ServiceDesk@abc.com.

 

Please let me know if my question is not clear or need more info. 


#washigtonDC #Xanadu

 

Thank you again.

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Viraj Hudlikar
Tera Sage

‎01-06-2025 08:51 PM

Hello @PhaG 

To change the "From" email address for Major Incident Communications in ServiceNow, you can configure the Email Client Template to use a different sender address. Here’s how you can do it:

  1. Enable "Display From" Field:
    • Navigate to System Notification > Email > Email Client Configuration.
    • Ensure that the Display From field is enabled.
  2. Create a New "From" Address:
    • Go to System Notification > Email > Email Client From Address.
    • Click on New to create a new entry.
    • Enter the desired Label (e.g., "MI Communications") and Email Address (e.g., MIComms@abc.com).
  3. Update the Email Client Template:
    • Navigate to System Notification > Email > Email Client Templates.
    • Open the template used for Major Incident Communications.
    • In the Sender Configuration section, select Select From List and choose the new entry you created in the previous step.
  4. Configure the Notification:
    • Ensure that your notification is set up to use the updated Email Client Template.
    • Verify that the TO, CC, and BCC fields are correctly populated as per your requirements.

By following these steps, you can ensure that emails sent for Major Incident Communications will come from the specified email address (e.g., MIComms@abc.com) instead of the default ServiceDesk email.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

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PhaG
Tera Contributor
In response to jean-pauldehaas

‎04-09-2025 07:42 AM

@jean-pauldehaas - We can't control the end users who tend to replying to emails (Reply All). There are a few things that worked for me.

 

1st - Keep all list of users and DL/groups in BCC. In this case, users will not be able to reply since they do not see anyone in TO and CC lists.

2nd - Limit the access rights to the distribution list (or a group) you use for sending these type emails to only ServiceNow. I also recommended extending the rights to a team like Incident Management team in a situation ServiceNow is down - In this case, when a user replies, his email get's denied immediately by the email service you use.

3rd (optional)- Allow replies to specific DL/group - In this case, you want to allow the user to reply to a specific group with any questions, list them in TO: such as Incident Management team DL/group.

 

I hope this helps.