Help with Sender Configuration on Email Client Template.

[blairf]

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.

[SanjivMeher]

In the Client template, there is a From field, which mayn't be visible, but you can add it from the list view. You can use that to set the from field/sender.

Below is an example

[blairf]

Thanks, the 'From' field is available when 'From Generation Type' = Text.  I have tried using it, but I don't see a difference in the outgoing email.

[SanjivMeher]

What do you see in the email queue in ServiceNow. Because outlook may reset it back to its original name.

[blairf · Accepted solution]

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.