'cc' field not automatically populating on email client template

[Daniel R2]

Hi,

When i open an email in the emails tab on a case form within the CSM/FSM Workspace, when i then select 'Reply All' I want the cc field to be automatically populated.

This works as an admin however when i try impersonating the test users, the cc feld is not automatically populated with the necessary user?

Attached below is the replyall-received client template and we have 'copied' in the cc field.

We are just unsure why this works as an admin but when a test user selects reaply all, only the 'to' field is automatically populated and not the cc field

[Dizy M]

Hi @Daniel R2. Im also facing the same issue. May I know what did you do to solve this? Badly need it. Thank you

[Animesh Das2]

Hi @Daniel R2,

You may need to configure the Cc field of the email client template, 'replyall-received', the same way it is there in 'To' field.

For example, if you want to have the 'requested by' person's email in Cc then put requested_by there instead of 'copied'. If you want multiple emails from multiple user fields (requested_by and assigned_to) then use comma in between the same way such as, requested_by, assigned_to.

Please check this way if it works.

If this address your question, please don't forget to mark this response correct by clicking on Accept as Solution and/or Kudos.

You may mark this helpful as well if it helps you.

Thanks, 

Animesh Das

[Dnyaneshwaree]

Hello @Daniel R2,
Please verify that the system property "glide.email.address_validation.enabled" is not preventing the population of 'cc' and 'bcc' fields.