Bounce Email Delivery Destination When Using a Non-ServiceNow Domain for Notification 'From' Address Summary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Summary- When the 'From' address for notifications is configured to use a domain outside of ServiceNow via below KB with OOTB SMTP server, bounce emails (for undeliverable notifications) are sent to the same address specified in the 'From' field. This behavior is inherent to the email server configuration, as both the 'Header From' and 'Envelope From' addresses are set to the same value. KB0777647 - How to change From and Reply to email addresses in notifications - ServiceNow does not natively support configuring a separate bounce domain; the bounce address is tied to the 'From' address domain. - if the users want to get the bounce email in sys_email record then they would need to make a re-sending from their mail system to the instance default email address to ensure the replies or bounce notifications are properly sent to the instance. Additional email authentication configurations (SPF, DKIM, DMARC) Note that the additional email authentication configurations (SPF, DKIM, DMARC) would be required on the customer's email infrastructure to validate the sender's domain and avoid delivery failures if they want to change "From" address with OOTB SMTP server Sender Policy Framework (SPF) KB0535456 — Configuring SPF records for ServiceNow email delivery DKIM KB0695182 — Using DKIM for emails from the service-now.com domain =================Some companies request DKIM keys so that they can send emails with From: addresses such as something@customer.com while using the ServiceNow SMTP server. Please see KB1002273 on how to request this.================= KB1002273 - Requesting Public key for DKIM custom domain via Service Catalog on Now Support DMARC KB0749811 — ServiceNow implementation of DMARC for Cloud Email Services Based on KB1002273, SPF, DKIM, DMARC setting is the responsibility of customer's DNS or email server team.====================Customer responsibility noticeThe ServiceNow Service Catalog automates the generation of DKIM public keys and selectors. However, publishing those keys to DNS, validating the published records, and maintaining your domain's DNS configuration are the sole responsibility of your organization's DNS or email administration team.ServiceNow Technical Support does not provide guidance on DNS record creation, syntax, or troubleshooting DNS publishing issues.If you require help with DNS implementation, engage your internal IT teams or a qualified third-party DNS/email infrastructure provider. A Support case can be opened with your DNS Provider.====================