Mails sent from process uses Outbound Mail sender credentials, rather than "Reply Display Name" and "Reply E-mail Address" as set on the process instance.

Version 2

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xService Desk 2017.x


    On occasion, you may need to specify a Reply-To name and email address for a particular process instance, but when you set these attributes on the window you find that the Reply To Address and name from the Outbound Mail Server Settings are being used instead.





    The "Outbound E-Mails to use Inbound Mail box" tickbox needs to be ticked in Outbound Mail Server Settings.


    The system will then decide which mail box to use in the following order:
    1. Using the "Reply E-mail Address" and "Reply Display Name" attributes on the process instance.
    2. Using the mail box for the process if the process is associated with only one mail box.
    3. Using the mail box defined in the Outbound Mail Server Settings.


    With "Outbound E-Mails to use Inbound Mail box" unticked, the system will only ever use the credentials specified in Outbound Mail Server Settings.