Duplicate To recipients in CSM Workspace with shared email addresses

[mizumaki226]

This appears to be the out-of-the-box behavior of the email record form view in CSM Configurable Workspace.

In the To field, recipient names are displayed once for each record in the User [sys_user] table that has the same email address.
As a result, if multiple User records share the same email address, multiple recipient names are shown, which is confusing for agents.

We would like to know:

Is it possible to restrict which recipients are shown by applying conditions?
For example, can we determine which user name should be displayed based on information from the Case associated with the email?

If that is not possible, is there a way to display the email address itself instead of the user name / User record in the To field?

Our goal is to avoid agent confusion when multiple User records exist for the same email address.

Thanks.

 

 

[Mark Manders · Accepted solution]

Ensure your data is in in order. It doesn't really make sense to have multiple users with the same email address. You example shows the only exception: when it's dummy email addresses. And in that case, there is no need to email them at all.
The 'to' field will show you which users are to be receiving the email. If your setup has some kind of logic that it allows real recipients to have the same email address, than all of those users are supposed to be receiving that email and are therefor shown. There is no 'confusion', because that email address is being used by all three users. That it doesn't make sense is in your data, not in how ServiceNow shows it.

[mizumaki226]

Thank you for your comment.

That was also the conclusion I was expecting as I looked into the issue.

I am still relatively new to ServiceNow, and this has helped me better understand how important proper data design is. Our project is already in progress, but we are now considering whether we can revisit and improve the data design where possible.

This was very helpful.