Changing the auto-generated emails from SNOW

patrikmondolfi · ‎07-18-2018

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 😜

Warren Pilkingt · ‎07-20-2018

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.

View solution in original post

Narayan2 · ‎07-18-2018

Hi,

May be you can check sys_email table to trace the problem.Open the record for which you are seeing issue and go though the record.

Let me know if that helps

Regards,

Narayan

patrikmondolfi · ‎07-18-2018

Hi, thanks. it sounds like a plan, but I need some additional pointers:

sys_email table = where can this table be found? What access rights must I have in SNOW for this?

Open the record = by "record" do you mean ticket? e.g INC

Narayan2 · ‎07-18-2018

Hi,

you can use below URL to access the sys_email:

https://<your instance ID>1.service-now.com/sys_email_list.do

or go to system logs-->> email

To access you need to have admin user or have ACL to read the system logs -->> email.

Open the record = by "record" do you mean ticket? e.g INC

-->>> No, in logs search for incident ID and see what we have there.

Regards,

Narayan

patrikmondolfi · ‎07-20-2018

thanks

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