emails are not being sent to the users in the cc field on an email client template from servicnow

[Daniel R2]

When a user selects reply all on the email client template on a case form.

The to field and cc field is automatically populated. Then once you press send the user who is in the cc field is not receiving the mail. Only the user in the to field is receiving the mail.

Also once the user in the to field has received the mail, they are unable to see the user that is supposed to be listed in the cc.

Can anybody please advise on how we can resolve this?

[Sonu Parab]

Hi @Daniel R2 

-->Try to add someone manually in the CC field. 

-->Also there a field called "Copied" in email logs(emails list view) you can add that field to check email is sent or not.

[Daniel R2]

Hi @Sonu Parab - thanks for the reply.

Yes we have already tried adding someone manually to the cc field before pressing send. We have tried adding an internal user and an external user to the cc field before pressing send however they still dont receive emails.

Also when we go to the logs and add the copied field we can see the email we added in the cc field is in the copied field within the email logs, and the email in sent status. However they are sitll not receiving the mail

[Sonu Parab]

Hi @Daniel R2 please check email client template

you can take help of this thread https://www.servicenow.com/community/developer-forum/how-would-i-know-which-email-client-template-is... 

or could you please share email client template snippet which is used for this, so I can help you to resolve your issue.

[Daniel R2]

@Sonu Parab -

Sure here is the snippet below: