Compose Email option for the Interaction record in SOW gives the 'To' field blank.

[sinhashivam]

We had the requirement to make the Compose Email option true for the Interaction records, I did it by making the Dictionary entry and ensured that the email_client is true in the attribute column. Doing so made the Compose Email option to come but when I try to use, it'll give me the 'To' field as empty. It's working as expected when I try to do it for the Incident records but fails for the Interaction records. 

[Dr Atul G- LNG]

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0960410

[Dinesh Chilaka · Accepted solution]

Hi @sinhashivam ,

For Incidents, the TO and CC fields auto-populate out-of-box (OOB) without needing an Email Client Template—the TO field uses the caller_id while the CC field uses the logged-in user. However, Interactions lack a caller_id field, so the TO field stays empty. To fix this, create a custom record in sys_email_client_template for the Interaction table with the proper configurations to populate the TO field.
For example ,if you want to populate the to field with the opened for of the interaction record create a record in the sys_email_client_template with the following configurations,

Now opened for of the interaction record is getting visible in compose email

If my response helped, mark it as helpful and accept the solution.

[sinhashivam]

Thanks a lot Dinesh, it worked for me. 

[Ankur Bawiskar]

@sinhashivam 

you need to create email client template for your table as well so that system knows which template to pick and who should be the Recipient

Did you configure that?

Create that and let us know the feedback

Create an email client template 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏