CSM Configurable Workspace – Unstacked Email Composer Not Carrying CC Recipients / Reply All
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10 hours ago
Hi ServiceNow Community,
We are using CSM Configurable Workspace with a custom Community Case table.
We have two email experiences on the case:
1. The main Email tab at the top of the case.
2. The unstacked Email composer shown next to the Comments / Work Notes Activity section.
We are currently investigating the email behavior in the unstacked Email composer.
Observed behavior:
1. The main Email tab at the top of the case.
2. The unstacked Email composer shown next to the Comments / Work Notes Activity section.
We are currently investigating the email behavior in the unstacked Email composer.
Observed behavior:
1. CC recipients from the original incoming email are captured correctly in the main Email tab. In the underlying sys_email record, the CC addresses are available in the Copied field.
2. In the unstacked Email composer, there is no Reply All option. When replying, the original CC recipients are not automatically populated in the CC field.
3. The original email thread/body is not automatically included when replying from the unstacked Email composer. The main Email tab includes the original email thread when replying.
4. We also found an Unknown Contact scenario. When the case Contact is "Unknown Contact" but the case has a valid Contact Email value, the unstacked Email composer uses the Unknown Contact email instead of the actual Contact Email as the To address.
Example:
Contact: Unknown Contact
Contact Email: <redacted/test email>
Email composer To: Unknown Contact
We would like to understand the supported/OOB approach for the following:
- How can we enable Reply All in the unstacked Email composer?
- How can the original CC recipients from the incoming email be automatically included when replying?
- How can the original email thread be included automatically in the reply?
- For Unknown Contact cases, how can the Email composer use the Contact Email from the case instead of the Unknown Contact email?
- Is there an OOB configuration, Email Client Template configuration, workspace component configuration, or supported customization recommended for this scenario?
We have verified that the original CC information is being received and stored in the sys_email Copied field. The issue appears to be how that information is used by the unstacked Email composer.
Any guidance would be appreciated. Thank you.
