Adding an external email address to populate email client

[KB15]

One of my HR users is asking if I can fill in the email client To field when replying. This would be specifically used if the opened for is a guest. I tried adding an email address to the watch list (as watchlist is already in the template) but it doesn't populate the To field nor will just throwing a custom field into the form and referencing it in the client template.

Would there be an easy way to do this is a script needed? I'm assuming it's a client script if a client template doesn't work but which table?

[Mark Stanger]

I think I've found the issue.  It's not with the email client, but with the watch list field itself.  If you right-click the watch list field label on that form and select 'Configure -> Dictionary'.  From there, you can scroll down to the bottom to the 'Dictionary Overrides' related list and open the record for the 'sn_hr_core_case' table.  You'll notice that there is an override in place to remove the email attribute for that watch list field.  Just un-check 'Override attributes' and save and you'll have what you need with the same type of client template you're using for incident.

[SanjivMeher]

Below blog should be helpful

https://community.servicenow.com/community?id=community_blog&sys_id=df609af8dbbbdb405ed4a851ca961928

I would just add watch_list to the To field in Client Template and it should work fine

[KB15]

I tried this option on the hr_core_case table and didn't work but just to verify, this does work for incident. If I add user@example.com to the watch list, it works fine. Just doesn't work in HR. Any reason it wouldn't work in one place vs the other?

I checked that the template is on the right HR table.

[sachin_namjoshi]

When you create demail client, what's scope you had used?

You will have to create email client template in correct scope for HR table.

Regards,

Sachin

[SanjivMeher]

Did you create the template in the same scope as HR? We are also using scoped app and it works fine.