Composing Email in RITM's

[laboss]

When I select to compose an email to a client out of the RITM:

The “Requesting for” email address appears in the “CC” rather than “To” field.

Please how can I correct it so that the “Requesting for” is in the “To” field and if there is a “Notify me as well” their email displays in the “CC” by default.

[AnveshKumar M · Accepted solution]

Hi @laboss ,

You have to create a custom email client template for this, if you don't have one already. To do so,

1. Navigate to Email Client Templated table (entering sys_email_client_template_list.do in the Filter navigator).

2. Click New and fill the form according to you needs,

Name: RITM Email Client

Application: Global

Content Type: HTML

Table: Requested Item (sc_req_item)

To: requested_for (field name) [ Note: only a single field variable is permitted]

Cc: opened_by

Bcc: assigned_to

Subject: ${number} - ${short_description}

For Body:

Expand Fields on the right

Add variables from Fields according to your requirement

Variables can be dot walked to add details like ${assigned_to.manager.email}

Click Update once done

 

Try this!

For more info you can refer this KB, 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0647561 

Thanks,

Anvesh