Help with Sender Configuration on Email Client Template.

blairf · ‎08-13-2020

Our system currently sends email that have the sender looking like:

IT Service Desk <ourcompany@service-now.com>

We are preparing for Major Incident Workbench roll out. We have Email Client Templates configured. There is an option called 'Sender Configuration'. It's not clear how I could set this up for the sender to look like:

IT Major Incident <ourcompany@service-now.com>

just for Major Incidents. In other words, I just want to modify the display name.

blairf · ‎08-18-2020

I submitted a case to support, and they provided excellent instructions (pasted below). Basically it needs an entry in 'Email Client From Address'. Then in each 'Email Client Template', update Sender Configuration to have:

Select From List

then choose the new entry in Email Client From Address

From support:

First to show the From field on the Email client you need to turn on "Display From" here:
https://yourcompany.service-now.com/sys_email_client_configuration_list.do?sysparm_query=&sysparm_view=

Then I created an entry in From list here with label and email address:
https://yourcompany.service-now.com/sys_email_client_from_address_list.do?sysparm_query=&sysparm_view=

Then in the template: "Major Incident Confirmed"
https://yourcompany.service-now.com/nav_to.do?uri=sys_email_client_template.do?sys_id=52d3eff5db194410695ed6fa4b96191f
Under Sender Configuration I chose "Select from List" and I chose the one I created above.

View solution in original post

Jaspal Singh · ‎08-13-2020

Hi Blair,

Considering you have notifications configured for Major incidents separately you can look for the What it will contains tab of the notification & change the Form part. Something as below.

blairf · ‎08-13-2020

We have using Email Client Templates, not Email Notifications. So those items are not the same.

Jaspal Singh · ‎08-13-2020

Change it to Advance View

blairf · ‎08-17-2020

Email Client Templates do not have an Advanced View (they are not the same as Email Notifications).