Changing the auto-generated emails from SNOW

[patrikmondolfi]

I work for a huge corporation and my regional service desk received a ticket a month ago where the user is also working in SNOW , handling legal tickets. The legal team has changed their telephone number and they need this to reflect in the auto-generated emails from SNOW.

So far we are stumped however.

1. the email sent out does not originate from @service-now.com , they seem to come from a mailbox that exists in our AD

2. I have checked Exchange Admin Center for this mailbox and the signature cannot be edited from there

3. I gave myself access to the mailbox and logged on to it via Outlook Web Access; there is no signature set there, no automatic replies.

4. I sent the ticket to our  global SNOW ITSM team, they sent the ticket to the global email team...

5. ... who sent it back to my service desk with a worknote saying that the signature is likely made in outlook.

I fail to see how SNOW can fetch a signature from Outlook, since Outlook is a client. Outlook signatures are set locally , e.g if you send an email from Outlook Web Access you won't have the same signature as in your local hard client. These auto emails also have the "Ref:xxxxxxxxxxxxxxx" in the email body which again gives credence to the theory that this cannot possibly be sent out from a hard client(?!).

Disregarding the fact that the legal team should have documentation on who set up their signature and how they did it, it seems our IT org does not have documentation on this either. 😕

Can anyone point me in the right direction?

Thanks 🙂

PS. i know this is not a PRB mgmt question, however it is a problem 😜

[JMitchell]

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]

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

[Warren Pilkingt · Accepted solution]

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.

[patrikmondolfi]

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