CSM/FSM Workspace shows incorrect sender in the Compose section for email

[Jan Skramlik_]

Hi experts,
I have an issue with CSM workspace with emails in activity log.

When I click on compose an email action, the currently logged in user is displayed as 'from'. Which is incorrect.

But when I checked the incident in the classic view, the sender is different(correct).
Do you know where I can change the from in the workspace?
Many thanks

 

[Sid_Takali]

Hi @Jan Skramlik_ Refer this KB Article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0647561 

[Jan Skramlik_]

@Sid_Takali thanks but this is not what is the issue.

I don't want to change the sender email.

I want to remove the 'from' from the compose activity stream in the Workspace. Any idea how to achieve this?

Or make the from in the workspace compose section reflect the actual sender and not the user who created the email.

[AedenF]

Bumping this question as I am having this exact issue, hopefully this can be sorted!

[marsdendev]

I am having the same issue since the upgrade to Washington. Appears to be a UI issue with Operations Workspace.
The email's From is ServiceNow in both the email and full client activity.
The email's From in Operations Workspace shows as User A.