How to add DKIM signature to sent emails from Servicenow

[Ivar Donado]

Well, one of my clients Needs certain notification emails to be sent from Servicenow with a different "from" address. The problem is that the Sender Policy Framework is blocking emails that seem to have an address coming from the company's domain but that really aren't from an account inside the company.

The solutions Servicenow provides for this are either whitelisting Servicenow's email servers on the client's DNS so that the Sender Polify Framework doesn't block these emails or adding a DKIM (DomainKeys Identified Mail) signature to these emails and publishing the key on the client's DNS. The client mentioned they can't do the first one, so we went with getting the DKIM. For this, we followed this KB from Servicenow KB1002273 - Requesting Public key for DKIM custom domain via Service Catalog on Now Support

After requesting the DKIM and an email reprovisioning, I am testing these emails once more, but they are still getting broken. I went to check the headers of the sent emails and I don't see any DKIM signature there, and I don't see any additional information in the whole documentation or community indicating that any extra steps are needed.

As additional notes:

• The client is using the OOB SMTP account.
• We can not change the sender address for the whole instance, we only want to change it for a few notifications that should look like they are sent by one of the HR teams.

Any ideas?

[SanjivMeher]

I have not used DKIM Signature. But another solution would be to use a company mailbox instead of ServiceNow Mailbox. That way you can alias different emails for different modules.

[idonado]

Hi, I am not sure how this can be done. When you say "use a company mailbox" you mean adding an smtp account to Servicenow with that address? Or is this a different approach?

[SanjivMeher]

Creating you own mailbox, for ex, servicenow@yourcompany.com mailbox and create an SMTP and Pop3/IMAP account in servicenow to send and receive emails using your company mailbox. 

And deactivating the servicenow mailbox.

Below link should give you better understanding

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/reference-pa...

[Ivar Donado]

I see now. But that solution would change the sender for all notifications if I understand it correctly. We need to change this only for a few notifications.