Adding recipients to Cc: via mail scripts not working

[pascalfrencken]

We have a requirement to have watch list members added to the cc: on outgoing notifications. I followed the instructions in paragraph 4.5 of the Scripting for Email Notifications document, and in the script logs I see that the watch list members are correctly retrieved.

However, when the mail is sent out, the entry in the Sent mailbox shows no cc: in the mail headers. Likewise, the watch list members did not receive the email. I even tested it with nothing but the exact script from the above mentioned document, and that didn't work either.

What am I overlooking? How can we get watch list members added to the cc: of email notifications?

Best regards,

Pascal Frencken

[Jaspal Singh]

Hi Pascal,

Could you try adding columns to Email tables as below

In Copied comes CC recipients & in Blind Copied comes BCc recipients.

[pascalfrencken]

Thanks jaspalsingh. I added the Copied column and can see that the field is filled:

However, the people in the Copied field do not receive the email, and the email headers also show that the cc: field is not there:

Any idea why the cc: is not working?

[samkikalis]

Hi Pascal,

Since you can see the "Copied" field being populated on the email record itself I would have expected that the email was sent to the recipients there.

My next thought would be that maybe there is some content in the Copied field that is causing some issue or error when the email is trying to send? Are you able to check the System Logs around the time the email was sent to see if there are any entries there that might be a hint?

Another test, which you may have already done, would be to setup a simple case where there is a single person being added to the cc field and see if that works.

Also worth checking in case this is a non-prod instance is whether you have an over-ride in place on the Email Properties page to force all emails to only be sent to a specified email address?

You can also go to the Notification record and use "Preview Notification" if you select the test record triggering the notification it should tell you who is being included and excluded (red markthrough line) and if you hover your mouse over each name it will tell you why.

If all this fails I would recommend logging a ticket with ServiceNow so we can dig deeper for you

Hope this helps

Cheers

Sam

PS: Hit like, Helpful or Correct depending on the impact of the response

[Snehal2]

Thanks a lot,...I was struggling to find the cc recipients...and didn't knew that its available in copied field..