How to send Email notification to all the members present in original email.

[abhaysingh98]

Hello,

My requirement is when a user send an email to servicenow instance then it is creating a new record in the system based on the email subject. Now I have to send an email notification when that record is rejected to all the members who were present in that email from which the record is created. How can I get list of all the users present in original email so to forward the rejection email to them

[Mark Manders]

Add all of them to the watchlist of the record you created. Then you can simply add the watchlist as recipients for the rejection email.

And if the watchlist can't be used, you could add a custom list field to capture them. That's easier than to do a lookup to the email table to find the first email that is related to the record and get the recipients from there, because that will add the need for (possibly complex) scripting.

[Pritam Kumar1]

Hello @abhaysingh98 

You need to capture and store the original email recipients (To, CC) when the record is created from an inbound email. If the recipients are internal ServiceNow users, you can add them to the watchlist field. Otherwise, you should store their email addresses in a custom field (like u_custom_field). Later, you can use this field to send a rejection email notification to all original recipients.

Thanks

[Ankur Bawiskar]

@abhaysingh98 

the members who are present in that email are users in ServiceNow instance?

If yes then you can use list type field on your table pointing to sys_user which holds multiple users and non ServiceNow users as well.

What table is that?

After you create that field then you need to update your inbound action to update this list type of field.

If my response helped please mark it correct and close the thread so that it benefits future readers.