Change From: address for email account within Service Now

[Tom99]

Hi,

We're trying to update the From: address for an existing email account that's linked into our ITSM instance. I've updated the email account with the new SMTP address in our on-prem environment and we can send emails to this new address as expected; however Service Now still sends emails from the old address. I've done some research and old screenshots show a From: field that you can update in the Email Accounts table, but I can't see or add this field. See below:

The Name and Username fields are still the old address, which I assume is to be expected as the username for the on-prem account this is linked to hasn't changed?

Any advice is greatly appreciated.

[Tony Chatfield1 · Accepted solution]

Hi, there are 2 fields that identify the default 'from' address and the SNC documentation is a little vague when it comes to identifying which field should be updated and what they actually do.

For the email account record
The 'from' field may be hidden in form view by the UI, but you can easily update/set it from a list view.

There is also a system property
glide.email.username
and if I recall correctly this is the value referenced in outbound notifications.

I recommend updating them both.

[Tom99]

Thanks Tony, strange for it to be hidden away like that. All has been updated as you suggested and it's working perfectly. Thanks again.