Email Client button on the incident form

[amaradiswamy]

Hi All,

in incident form, an email client button was there to send the emails from the incident form itself. But, if we are clicking on that button the form address is defaulted to the system email address like abc@servicenow.com. So, how can i add who has clicked on that button and sent an email in "Activity log" or any other way to know who has sent by using that email client.

Thanks & Regards,

swamy

[Community Alums]

I believe what you're looking for is to modify the client template. Check System Policy->Client Template. Create an Incident Reply Template, table is Incident, in the 'To' field, put 'caller_id'.

Hope that helps.

[amaradiswamy]

Hi Molloy,

Thanks for your quick reply. if five people are working on one ticket and if the first person has sent the mail by using the button then in the logs or activity logs, it should update that the mail was sent by person1@servicenow.com instead of the system email address. Now in the logs the from address is always defaulted to abc@servicenow.com. Please advice on this.

Thanks & Regards,

swamy

[Community Alums]

Ah, yes. That is a different issue. First off, do you have Email selected to display in your activity log:

As for having the sender show up in the email log, that one I have never been able to figure out. We have had that requested by our Service Desk team. Perhaps someone else can shed some light on that?

Cheers,

Tim

[amaradiswamy]

Yes, we have already enabled the email logs. but we are facing the issue with the From address only because even pesron1 or person2 has sent the mail by using the email client, the form address is same. We want to know by whom the email was sent(from address should be users, not the system mail address).

Thanks & Regards,

Swamy