Idea notifications sent to or from invalid address no-reply@servicenow.com - Known Error

Idea notifications sent to or from invalid address no-reply@servicenow.com Description After activating the below email notifications in the idea portal, when adding a comment to an idea, or replying to a comment, or changing the state of an idea, the notifications are sent to no-reply@servicenow.com.

Notification on reply to comment of Idea Notification on Comment to an Idea Notification on Idea State changed

The notifications are event triggered, and the recipient email address is supposed to be passed in Event parm1. Then upon inspection of the event log, parm1 of the triggering event is set to no-reply@servicenow.com, not the address of the relevant recipient. The recipients are set to no-reply@servicenow.com as designed (intended/planned). The actual recipient is in the blind carbon copy field. It can be verified by checking the field of the sys_email record.

The recipient is put in the BCC in order to make sure multiple people who commented on the same Idea do not receive a single email with all the recipients in the To or CC field. After checking the bcc field of the XML version confirms that the actual recipient(s) is/are in the blind carbon copy field:

https://instance_name.service-now.com/sys_email.do?XML&sys_id=XXXXXXXXXXXXX

Example , .....

Steps to Reproduce

1. Comment on an idea from demo data 2. Check the email created, from and reply to will be sent to no-reply@servicenow.com.

Workaround This problem has been fixed. If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.